Crew Tech Lead - Customer Service Channels
Core
Technology leader driving customer service experiences across digital, assisted service, and data channels for a banking organization.
Role type
Senior IC technology lead (customer service channels)
Builds
Scalable, secure technology platforms for customer support and service journeys
Domain
Banking / Customer Service Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Technical roadmap execution, platform resilience management, stakeholder partnership, risk and financial management, team capability building, large-scale agile delivery, DevSecOps implementation, application modernization, supplier management, enterprise data standards
Preferred skills
Experience with assisted service platforms, digital self-service, customer intelligence, cloud modernization, AI-enabled service experiences, refactoring and technical debt elimination
Technologies
Cloud platforms, AI/ML frameworks, DevSecOps tooling, enterprise data standards
Responsibilities
Set and execute technical roadmap for customer experience improvements; Own reliability and functionality of core technology assets; Partner with product leaders on investment decisions; Manage risk, financials, and tech debt; Build autonomous engineering squads; Establish DevSecOps delivery culture
Seniority
Senior, hands-on IC with people leadership
