Technical Lead

KeyBank is hiring a Technical Lead in Brooklyn, Cuyahoga County, Ohio to design, build, and modernize IVR and Voice Bot platforms for its Contact Center Technology division. This full‑time role offers a competitive salary between $96,000 and $181,000 and combines architectural leadership with hands‑on development.

Key Responsibilities

• Lead the end‑to‑end design and implementation of IVR and Voice Bot solutions, ensuring scalability, reliability, and security.
• Provide technical ownership for complex projects, creating architecture diagrams, technical specifications, and roadmaps.
• Collaborate closely with product owners, platform engineers, and business stakeholders to translate requirements into functional solutions.
• Mentor and guide a team of developers, conducting code reviews and fostering best‑practice development standards.
• Maintain and modernize existing contact‑center platforms, integrating new technologies such as AI‑driven voice assistants.
• Monitor performance, troubleshoot issues, and implement continuous improvement initiatives.

Required Experience & Skills

• Minimum 8 years of experience in contact‑center technology, IVR, Voice Bot, or related telephony solutions.
• Strong hands‑on development background with languages such as Java, C#, or Python and familiarity with REST/SOAP APIs.
• Proven architectural leadership on large‑scale, mission‑critical systems.
• Experience with cloud platforms (AWS, Azure) and containerization (Docker, Kubernetes) is preferred.
• Excellent communication and stakeholder management skills.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Benefits & Culture

• Competitive salary range: $96,000 – $181,000.
• Comprehensive health, dental, and vision plans.
• 401(k) with company match and generous paid time off.
• Opportunities for professional growth and certification.
• Collaborative, inclusive environment focused on innovation.

Frequently Asked Questions

What technologies will I work with as a Technical Lead at KeyBank?

You will work with IVR and Voice Bot platforms, using languages like Java, C# or Python, and integrate cloud services such as AWS or Azure, plus container tools like Docker and Kubernetes.

How much experience is required for this position?

KeyBank requires at least 8 years of relevant experience in contact‑center technology, IVR, or Voice Bot development, along with proven architectural leadership.

What are the main benefits offered to employees?

Benefits include a competitive salary ($96k‑$181k), health, dental and vision insurance, 401(k) match, paid time off, and opportunities for professional development.