Senior Technical Lead (Contact Center Technology)
Drive architecture and integrations across a modern contact center ecosystem—telephony, omnichannel, surveys, and an Ember-based Care UI.
About the Company
Avaron AB is a growing consultancy that matches your expertise with the market's most interesting assignments, offering a platform where your professional development is central.
About the Assignment
We are looking for a senior Technical Lead to drive architecture, integrations, and engineering quality across a Contact Center Technology (CCT) ecosystem. You will guide cross-channel customer experience solutions spanning telephony, omnichannel platforms, survey tooling, and a Care application UI. The role combines hands-on engineering leadership with system design and integration architecture, with a strong focus on reliability, coherence across channels, and long-term platform direction.
Job Description
- Own and evolve CTI integration flows, including call state, session context, screen pop, and call controls
- Ensure low-latency routing, stable call flows, and reliable post-call events
- Integrate and optimize omnichannel capabilities such as ticketing, live chat, bot-to-agent handovers, and CSAT triggers
- Maintain identity and session consistency across channels
- Build and maintain internal tooling that supports agent workflows and integrations
- Develop reliable, well-structured API connectors
- Implement and standardize survey flows (e.g., IVR, CSAT, chat feedback) and define consistent survey event models
- Contribute to unified integration standards and reduce fragmentation across the ecosystem
- Lead the architecture and implementation of the Care UI in Ember, including patterns for state, caching, error boundaries, and customer context
- Ensure modular and consistent UI components across the Care ecosystem
- Mentor developers, run effective code reviews, and translate architecture into actionable engineering work
- Identify cross-team risks and contribute to technical backlog refinement and architectural decision-making
Requirements
- Senior-level experience as an engineer, technical lead, or architect in complex integrated customer experience systems
- Strong solution and integration architecture skills (contract-first APIs and event design)
- Ability to maintain coherence across identity, consent, case, and survey flows
- Experience defining SLOs, non-functional requirements, and secure data handling
- Strong architectural communication skills (ADRs, NFRs, architectural notes, and clear trade-offs)
- Proven engineering leadership, including mentoring, code reviews, and maintainable architecture practices
- Frontend experience with React and TypeScript
- Backend/BFF experience with Node.js/TypeScript or Java, using REST and event-driven patterns
- Experience with OAuth/OIDC, secure session handling, and PII minimization
- Experience working with Genesys Cloud APIs, Enreach, Zendesk, and Boost.ai
- Ember experience for UI architecture and implementation
Nice to have
- Experience defining and evolving unified standards for CTI and survey integrations across multiple teams
- Experience representing a contact center platform in technical communities or cross-team forums
Application
Selections are made on an ongoing basis, so we recommend that you apply as soon as possible.
- Platser
- Stockholm
Stockholm
Om Avaron AB
Avaron grundades med visionen om att skapa ett konsultbolag där kompetens och livskvalitet går hand i hand. Vi är ett nischat team som idag verkar inom komplexa miljöer såsom bank, finans och storskalig industri.
Som konsult hos oss får du det bästa av två världar: tryggheten och de spännande uppdragen hos stora, etablerade uppdragsgivare, kombinerat med det lilla bolagets snabbhet, transparens och personliga kontakt.
Vi tror inte på krångliga hierarkier eller onödig administration. Istället lägger vi kraften på det som faktiskt betyder något – att leverera värde i våra projekt och att se till att våra medarbetare trivs, utvecklas och har en balans i livet som fungerar på riktigt.