Job Summary:

The Technical Delivery Lead, EES is responsible for owning technical delivery and technical management for a defined domain or platform. The role will work closely with cross-functional teams, including product managers, designers, and quality assurance, to ensure the successful delivery of solutions within the defined scope, timeline, and quality standards.

Essential Functions:

• Prioritize team activities based upon IT leadership priorities and bandwidth
• Represent IT in project/business meetings and engagements
• Improve solution functionality and efficiency with added business value
• Collaborate closely with other business areas to optimize the use of systems and applications
• Collaborate with the department manager to systematically evaluate currently deployed services; develop and manage plans to optimize delivery and support mechanism
• Apply creative thinking in problem solving and identifying opportunities for improvement
• Provide subject matter expertise for technical guidance, training and direction
• Provide direction, lead and review of work products and daily tasks for quality
• Design, architect, and oversee the development of complex software systems, ensuring scalability, reliability, and maintainability
• Drive the full development lifecycle, from requirements gathering and design to implementation, testing, and deployment
• Establish and enforce coding standards, best practices, and development methodologies within the team
• Conduct regular code reviews to ensure code quality, performance, and adherence to architectural principles
• Identify technical risks and propose effective mitigation strategies to ensure project success
• Collaborate with product managers to prioritize and schedule project deliverables based on business objectives and resource availability
• Provide accurate and timely progress updates to project stakeholders, highlighting achievements, challenges, and proposed solutions
• Stay up to date with the latest industry trends, technologies, and frameworks, and evaluate their potential application in the organization
• Drive AI adoption and business outcomes by identifying, prioritizing, and delivering AI-enabled capabilities that improve productivity, quality, customer experience, speed to market, risk management, or cost efficiency within their area of responsibility.
• Build AI capability within their organization by ensuring their teams are equipped, trained, and expected to leverage AI tools and practices to improve effectiveness, accelerate delivery, and continuously evolve the way work is performed.
• Perform any other job related duties as requested.

Education and Experience:

• Bachelor's degree in Business, Computer Science or related field required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Five (5) years of systems management and analysis experience required
• Three (3) years of experience within Technology/Architecture leadership preferred
• Demonstrated technical leadership with NICE CXone in an enterprise contact center environment is preferred.
• Experience implementing or supporting Cognigy AI or comparable enterprise conversational AI platforms is preferred.
• Advanced SQL and data-analysis experience is preferred.
• Experience with REST APIs, cloud/SaaS integrations, CRM integrations, observability, and production support is preferred.
• Experience leading technical delivery across internal engineering teams, business partners, and external vendors is preferred.
• Experience with Agile methodologies required
• Project planning and project management experience preferred
• Experience with Product Management environment and Cloud technologies preferred

Competencies, Knowledge and Skills:

• Expert level skills in technical architecture, project management, and team collaboration
• Strong hands-on knowledge of NICE CXone, including contact center capabilities, Studio/workflows, IVR/ACD, digital channels, platform configuration, integrations, APIs, environment management, and production support.
• Strong knowledge of Cognigy AI and conversational/agentic AI solutions, including virtual-agent design, orchestration, integrations, deployment, monitoring, and troubleshooting.
• Strong SQL skills, including the ability to write and optimize complex queries, analyze operational and application data, troubleshoot data issues, and support reporting and integration needs.
• Ability to design and lead integrations between NICE CXone, Cognigy, CRM, and enterprise platforms using REST APIs and related integration patterns.
• Strong knowledge of engineering practices for environment separation, access and credential controls, code/configuration promotion, logging, monitoring, and production readiness.
• Deep technical troubleshooting skills across application, integration, data, and vendor-platform layers, with the ability to drive issues through resolution.
• Ability to review technical designs, configurations, scripts, queries, APIs, and implementation approaches for quality, scalability, reliability, security, and maintainability.
• Ability to work directly with vendors and implementation partners while maintaining internal technical ownership and ensuring delivered solutions can be effectively supported by the CareSource team.
• Strong analytical, evaluative and problem solving abilities
• Knowledge of the healthcare and managed care philosophy is preferred
• Critical listening and thinking skills
• Strong learning competency and ability to teach others
• Solid project planning and management abilities
• Technical teaching, programming, analysis and specification skills
• Network protocols and security standards (may require)
• Application development tools methodologies (e.g. Agile) and Architecture skills
• Strong knowledge of best practices relative to application development or infrastructure standards
• Excellent written and oral communication skills
• Effective organization and prioritization skills

Licensure and Certification:

• Cloud certification preferred

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range:

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Organization Level Competencies

• Fostering a Collaborative Workplace Culture

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.