IVR Tech Lead
Job in
Cleveland, Cuyahoga County, Ohio, 44101, USA
Listed on 2026-07-09
Listing for:
Omni Inclusive
Full Time
position Listed on 2026-07-09
Job specializations:
-
Software Development
Job Description & How to Apply Below
Technical Lead
We are seeking a Technical Lead to design, build, and modernize IVR and Voice Bot platforms within the Contact Center Technology organization. This role provides technical ownership and architectural leadership for complex initiatives while remaining hands-on with design and development. The Technical Lead partners closely with product, platform, voice, and operations teams to deliver secure, scalable, and highly reliable self service voice solutions on Google Cloud Platform (GCP).
This is a senior individual contributor role with delivery accountability, but no people management responsibility.
Key Responsibilities
- Lead solution architecture and technical design for IVR and voice bot initiatives.
- Design and develop Node.js / Type Script microservices aligned to cloud native and low latency voice requirements.
- Own end to end delivery for complex features, from design through production.
- Apply agentic AI patterns using Gemini, Lang Graph, and Lang Chain 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, including code quality, testing, and deployment practices.
- Perform code reviews and mentor engineers, raising the overall technical bar.
- Apply SRE principles to ensure observability, resiliency, and production readiness.
- Ensure solutions comply with security and regulatory requirements (PII / PCI).
Required Skills & Qualifications
- 8+ years of software engineering experience, including 2+ years in a Tech Lead or Lead Engineer role.
- Strong, hands-on experience with Node.js / Type Script.
- Proven experience designing and delivering cloud native solutions on GCP.
- Solid 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 collaboration skills across engineering, product, and operations teams.
- Excellent technical judgment, communication, and problem solving skills.
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