Technical Lead, Software Development, Cloud Engineer - Software

Location: 4910 Tiedeman Road, Brooklyn Ohio

Department: Contact Center Technology

Experience: 8+ years

Employment Type: Full-Time

Key Bank is 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.

• 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).

• 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.

• Experience with conversational AI and agentic frameworks (Gemini, Lang Graph, Lang Chain).
• 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" – rapid prototyping and iterative development using AI‑assisted coding tools, prompts, and agent‑driven workflows.

This position is eligible to earn a base salary in the range of $96,000.00 – $ annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please  for a list of benefits for which this position is eligible.

Key has implemented an approach to employee work spaces which prioritizes in‑office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

This position is NOT eligible for employment visa sponsorship for non‑U.S. citizens.

Job Posting Expiration Date: 05/29/2026

Key Corp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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