Contact Center Technical Lead

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Contact Center Technical Lead will support RoundPoint Mortgage Servicing LLC. The Contact Center Technology & Engineering Lead provides technical leadership for the design, development, integration, and ongoing support of technologies that enable contact center operations and customer experience. Working closely with Product Management and other cross-functional partners, this individual helps translate business challenges into scalable technical solutions across technologies including Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and integrations with other enterprise systems.

Job Responsibilities:

• Lead the design, development, implementation, and support of contact center technology solutions.
• Provide technical leadership for platforms and systems supporting contact center operations, including Five9, IVR/IVA technologies, CRM applications, Salesforce Marketing Cloud (SFMC), outbound dialing solutions, and enterprise system integrations.
• Partner with Product Management and cross-functional stakeholders to translate business requirements into scalable technical solutions.
• Lead and mentor a team of engineers and technical professionals, providing direction, guidance, and performance support.
• Establish and promote engineering best practices to ensure solutions are reliable, secure, maintainable, and aligned with organizational objectives.
• Oversee system integration efforts and support the ongoing optimization of contact center technologies and related applications.
• Evaluate technical approaches and make architecture, design, and implementation recommendations.
• Troubleshoot and resolve complex technical issues affecting contact center platforms and integrations.
• Contribute directly to technical design, development, testing, deployment, and production support activities as needed.
• Ensure compliance with applicable company policies, security standards, and regulatory requirements.
• Collaborate with business and technology teams to identify opportunities for process improvement and technology enhancement.
• Monitor system performance and support continuous improvement initiatives to improve operational efficiency and customer experience.

Qualifications and Skills:

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience, required.
• 8+ years of experience in technology, application development, systems integration, or solution architecture, required.
• 3+ years of experience leading technical teams, engineering initiatives, or complex technology projects, required.
• Strong understanding of contact center technology and operations, required.
• Experience designing and implementing solutions involving multiple applications and systems, required.
• Experience with APIs, web services, data integration, and application architecture, required.
• Hands-on technical background with the ability to review designs, guide developers, and troubleshooting complex issues, required.
• Experience supporting business-critical applications and production technology, required.
• Strong communication skills and the ability to explain technical concepts to business and operational stakeholders, required.
• Experience with Five9 or similar cloud contact center platforms such as NICE CXone, Genesys Cloud, or Amazon Connect, preferred.
• Experience with IVR, intelligent virtual assistants, conversational AI, and outbound dialing platforms, preferred.
• Experience with mortgage servicing, financial services, or other regulated contact center environments, preferred.
• Familiarity with Salesforce Marketing Cloud, CRM systems, and customer communication platforms, preferred.
• Experience with Microsoft Azure, cloud application development, and API-based integrations, preferred.
• Familiarity with React, JavaScript/TypeScript, and modern web application architecture, preferred.
• Experience with workflow automation, AI-assisted applications, and agent productivity tools, preferred.
• Experience working across Product Management, business operations, and IT organizations, preferred.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.