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Tech Lead (Contact Center Automation) in Brooklyn, OH at KeyBank

Date Posted: 1/17/2021

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

KeyBank creates custom, powerful tools for our clients and employees, and Technical Leads are a critical part of bringing those experiences to life. Be a part of our dynamic and award-winning Digital Banking team and help us take our experience to the next level.

Our team builds Key’s Contact Center Automation platforms, leveraging cutting edge AI, NLP, and IVR technology to develop and deploy the next generation of our customer experience platforms.

As a tech Lead you will own, oversee, and drive the strategy of the development, implementation, assessment, and support of one or more environments, applications, or platforms for KeyBank’s Voice and Chat Automation team.
  • Independently develops and sets best practices for developing clean, maintainable, testable code for work assigned; performs code reviews for all levels of engineer.
  • Creates, reviews, and approves technical documentation, specifications, and project artifacts with engineers
  • Serves as the deep technical expert on the team; supports junior engineers and mentors as the go to resource on the team.
  • Evaluates and makes decisions on new technologies and how they fit into the product solutions.
  • Applies, and proactively prepares to ensure, proper security standards for code development are followed.
  • Displays outward thinking, develops strategies for the full software development life-cycle of new and emerging technologies and demonstrates the viability; owns recommended technologies, maintain budget constraints, and ensure communication and awareness of implemented technology
  • Creates, reviews, and approves technical documentation, specifications, and project artifacts with Sr Engineers
  • Recommends standards and best practices across the entire bank for technology.
  • Define high-level application platform architectural guidelines and articulate reasoning and trade-offs for choices to business owners
  • Deep understanding of the business; drives, formulates and designs complex solutions to anticipate and meet business needs.

  • Bachelor's degree
  • 10 years of related experience
  • Proven experience defining complex technical designs and solutions
  • Large-scale development in multi-platform environments
  • Experience in application architecture role
  • Expertise with J2EE/Java server-side frameworks & concepts like Spring/Spring Boot, JPA/Hibernate for DB
  • Expertise with systems integration via SOAP & REST services and microservices
  • Experience with package management tools like Maven and NPM (node package manager)
  • Strong analytical skills with the ability to assess new and unfamiliar issues and work through potential solutions, issues, and risks
  • Ability to work in both a waterfall and agile delivery environment
  • Excellent interpersonal, networking, communications and organizational skills

  • Expertise in architecture and development of Conversational AI applications using Google DialogFlow and Google CCAI
  • Working knowledge of Genesys Contact Center platforms (PureEngage and/or Genesys Cloud) in delivering Contact Center solutions
  • Working knowledge and experience in delivering Agent Assist capabilities using Google CCAI
  • Working knowledge and experience in delivering Advanced Analytics leveraging Google Cloud
  • Experience with Jenkins and GIT
  • Experience with OpenShift, Docker and Kubernetes
  • Experience with Redis and Relational Databases
  • Experience with Continuous Integration/Continuous Delivery environment, utilizing automated testing, as well as Test Driven Development
  • Experience with React/Angular/Other JavaScript Frameworks and Bootstrap client-side frameworks
  • Experience with testing tools like CYARA, Junit or Selenium
  • Experience delivering technology solutions in the Financial Industry

  • Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  • Quality Management: Knowledge of quality management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Innovation: Knowledge of the value of innovation; ability to create and develop new ideas for answers to work-related problems that improve the performance of the organization.
  • Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.
  • Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  • Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
  • Emerging Technologies: Knowledge of emerging technologies; ability to design, apply and evaluate new information technologies for business environments.
  • Software Development Life Cycle: Knowledge of software development life cycle; ability to use a structured methodology for delivering and managing new or enhanced software products to the marketplace.
  • Application Design, Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application
  • Software Development: Knowledge of software development tools and activities; ability to produce software products or systems in line with product requirements.
  • System and Technology Integration: Knowledge of the features and facilities of systems; ability to integrate and communicate among applications, databases and technology platforms.
  • Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
  • Application Maintenance: Knowledge of production applications; ability to monitor application functions and resolve issues to maintain optimal conditions for system applications and resolve issues to maintain optimal conditions for system applications.
This position is eligible to earn a base salary in the range of $75,400 to $140,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.



KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.


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