Location:
4910 Tiedeman Road, Brooklyn OhioDepartment: 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 self‑service 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 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, LangGraph, and LangChain 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).
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 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.
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 AI‑assisted coding tools, prompts, and agent‑driven workflows.
This position is NOT eligible for employment visa sponsorship for non-U.S. citizens.
COMPENSATION AND BENEFITS
This position is eligible to earn a base salary in the range of $96,000.00 - $181,000.00 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 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.
Job Posting Expiration Date: 05/29/2026 KeyCorp 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.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 [email protected].
#LI-Remote
Skills Required
- 8+ years of software engineering experience
- 2+ years in a Tech Lead or Lead Engineer role
- Strong, hands-on experience with Node.js / TypeScript
- Proven experience designing and delivering cloud-native solutions on GCP
- 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
KeyBank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about KeyBank and has not been reviewed or approved by KeyBank.
-
Retirement Support — A dollar-for-dollar 401(k) match up to 7% of eligible pay is positioned as a standout element of the total rewards package. Additional financial programs like discounted stock purchase and banking discounts further strengthen perceived long-term value.
-
Leave & Time Off Breadth — A pooled PTO bank with amounts that scale by level and tenure is described as a meaningful benefit and a retention lever. Paid parental leave is also included, adding to the breadth of time-off support.
-
Wellbeing & Lifestyle Benefits — Wellness incentives tied to HSA contributions and company-sponsored health and wellbeing programs add tangible non-cash value. A Lifestyle Spending Account and counseling resources expand support beyond traditional medical coverage.
KeyBank Insights
What We Do
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. To deliver on our promise, we’re committed to building a team of engaged employees who do the right thing for our clients and shareholders, and help them achieve financial wellness each and every day.
