Senior Workflow, Contact Center Technology Lead

Role Overview

• Serve as the senior technical lead for Pega-based workflow and contact center platforms, providing Lead System Architect(LSA)-aligned architectural guidance and hands-on development support.
• Design, develop, and enhance Pega applications, including case lifecycles, flows, data pages, integrations, UI rules, decision logic, and Pega AI features, following platform best practices.
• Strong understanding of business processes in financial services or captive finance environments and the ability to translate business requirements into scalable technical solutions.
• Lead code reviews, enforce design standards, and act as a technical authority on solution architecture and quality across the Pega development team.
• Remain hands-on with complex feature development, integrations, performance tuning, and API development for Pega and external systems.
• Lead design and development of APIs, Axway integrations, batch processes, and database-driven solutions, ensuring seamless data flow and integration with Pega workflows and contact center platforms.
• Supervise, mentor, and guide PEGA and contact center developers, ensuring adherence to engineering, security, and quality standards.
• Lead the integration of contact center technologies (e.g., Five9), with PEGA applications, troubleshoot and provide support for any production issues.
• Collaborate with Architecture, Security, Compliance, and Infrastructure teams to ensure solutions meet non-functional requirements including security, scalability, resiliency, and regulatory compliance.
• Support release planning, deployments, and production readiness, including defect resolution, Production support, performance monitoring using Pega Diagnostic Cloud (PDC), root-cause analysis, and proactive platform stabilization.
• Contribute to platform strategy and roadmap discussions by identifying opportunities to modernize workflows, increase automation, and leverage Pega and contact center capabilities.
• Ability to communicate complex technical topics clearly and confidently in IT leadership and governance forums.
• Familiarity with Pega AI, decisioning, and intelligent automation capabilities.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field and 5-7 years of relevant experience or 8 years of relevant experience in lieu of degree
• 8–12 years of experience in BPM, workflow, or enterprise application development, with deep hands-on experience in Pega and object-oriented programming (Java)
• Experience working within the DTFS IT landscape or similar large, integrated enterprise environments is a strong plus
• Hands-on experience integrating contact center platforms (e.g., Five9) with Pega-based workflows
• Experience with API design and development (RESTful services), AXway integrations, batch processes, and system-to-system communications
• Knowledge of databases, including data modeling, query optimization, and performance considerations
• Commitment to continuous learning and upskilling with emerging technologies

Tech Stack

• Cloud
• Java

Benefits

• annual bonus program
• 401k company contribution with company match up to 6% as well as non-elective company contribution of 3
• 7% depending on age
• starting at 4 weeks paid vacation
• 15 calendar holidays
• 8 weeks paid parental leave
• employee assistance program
• comprehensive healthcare plans and wellness programs
• onsite fitness (at some locations)
• tuition assistance and volunteer paid time off
• short-term and long-term disability plans