Job SummaryThe Technical Lead will provide technical ownership and architectural leadership for IVR and Voice Bot platforms within the Contact Center Technology organization. The role focuses on designing, building, and modernizing secure, scalable, and highly reliable self-service voice solutions on Google Cloud Platform (GCP). This is a senior individual contributor role requiring hands-on expertise in solution architecture, Node.js/TypeScript development, IVR technologies, conversational AI, and cloud-native engineering, with accountability for end-to-end delivery of complex initiatives.
Key Responsibilities- Lead solution architecture and technical design for IVR and Voice Bot initiatives.
- Design and develop Node.js and TypeScript microservices aligned with cloud-native and low-latency voice requirements.
- Own end-to-end delivery of complex features from design through production.
- Apply agentic AI patterns using Gemini, LangGraph, and LangChain to enhance conversational behavior.
- Collaborate across the contact center technology ecosystem to support call routing, self-service, and agent handoff scenarios.
- Establish and enforce engineering standards for code quality, testing, and deployment practices.
- Perform code reviews and mentor engineers to improve overall technical capabilities.
- Apply Site Reliability Engineering (SRE) principles to ensure observability, resiliency, and production readiness.
- Ensure solutions comply with security and regulatory requirements, including PII and PCI requirements.
- Partner with product, platform, voice, and operations teams to deliver reliable voice solutions.
- Support rapid prototyping and iterative development using AI-assisted coding tools, prompts, and agent-driven workflows.
Required Qualifications- 8+ years of software engineering experience, including 2+ years in a Technical Lead or Lead Engineer role.
- Strong hands-on experience with Node.js and TypeScript.
- Proven experience designing and delivering cloud-native solutions on GCP.
- Strong understanding of microservices architecture, APIs, and distributed systems.
- Hands-on Kubernetes experience, including GKE cluster setup and platform operations.
- Experience with IVR, Voice Bots, or contact center technologies.
- Strong knowledge of prompt engineering and AI-assisted development practices.
- Strong collaboration skills across engineering, product, and operations teams.
- Excellent technical judgment, communication, and problem-solving skills.
Preferred Qualifications- Experience with conversational AI and agentic frameworks such as Gemini, LangGraph, and LangChain.
- Knowledge of voice flows, call routing, containment, and agent escalation.
- Experience working in regulated or financial services environments.
- Familiarity with CI/CD pipelines, containerization, and Infrastructure as Code.
- Experience working in Agile delivery models at enterprise scale.
- Demonstrated experience with agentic "Vibe Coding," including rapid prototyping and iterative development using AI-assisted coding tools, prompts, and agent-driven workflows.
- 14+ years of overall experience preferred.
