Contact Center Technical Lead

Position Summary

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.

This role will lead a technology team, guide engineering choices, and ensure solutions are reliable, maintainable, secure, and aligned with business needs. The ideal candidate combines strong technical judgment and problem-solving skills with a curious mindset, a passion for continuous learning, and a genuine interest in developing both technology and people.

This is a hands-on technical leadership position and must be comfortable working through complex technical problems, designing solutions, guiding developers, and contributing directly to engineering and troubleshooting when needed.

Key Responsibilities

Required Qualifications Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience. 8+ years of experience in technology, application development, systems integration, or solution architecture. 3+ years of experience leading technical teams, engineering initiatives, or complex technology projects.

Strong understanding of contact center technology and operations. Experience designing and implementing solutions involving multiple applications and systems. Experience with APIs, web services, data integration, and application architecture. Hands-on technical background with the ability to review designs, guide developers, and troubleshooting complex issues.

Experience supporting business-critical applications and production technology. Strong communication skills and the ability to explain technical concepts to business and operational stakeholders.

Preferred Qualifications

Experience with Five9 or similar cloud contact center platforms such as NICE CXone, Genesys Cloud, or Amazon Connect. Experience with IVR, intelligent virtual assistants, conversational AI, and outbound dialing platforms. Experience with mortgage servicing, financial services, or other regulated contact center environments.

Familiarity with Salesforce Marketing Cloud, CRM systems, and customer communication platforms. Experience with Microsoft Azure, cloud application development, and API-based integrations. Familiarity with React, JavaScript/TypeScript, and modern web application architecture. Experience with workflow automation, AI-assisted applications, and agent productivity tools.

Experience working across Product Management, business operations, and IT organizations. Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job: The employee is regularly required to talk or hear. The employee is required to sit for extended periods of time and is occasionally required to stand and walk. The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About Round. Point Mortgage Servicing LLC Round. Point Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 00,000 loans. In 2023, Round. Point was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future.

A combined Two Harbors and Round. Point capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise. Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT).

We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders. Employee Status Regular Travel Minimal