Technical Lead

Location:

Location: Hybrid, 2 days in office

Department: Contact Center Technology

Experience: 8+ years

Employment Type: Full-Time

About the Role

KeyBank 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 selfservice 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 / TypeScript microservices aligned to cloudnative and lowlatency voice requirements.
• Own endtoend delivery for 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, selfservice, 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 / TypeScript.
• Proven experience designing and delivering cloudnative solutions on GCP.
• Solid understanding of microservices architecture, APIs, and distributed systems.
• Handson 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 problemsolving skills.

Preferred Qualifications

• Experience with conversational AI and agentic frameworks (Gemini, LangGraph, 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" - rapid prototyping and iterative development using AIassisted coding tools, prompts, and agentdriven workflows.

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

COMPENSATION AND BENEFITS

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

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

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.