AVP Tech Lead Contact Center Technology

We are seeking a dynamic and experienced AVP Technology Lead for our Service Center technologies. This role ensures the seamless integration of Telephony, Omni-channel such as CHAT, CRM, AI, workforce management, and reporting tools to optimize advisor experience, service professional performance, and operational efficiency. The ideal candidate will have deep expertise in call center infrastructure, AI, cloud-based solutions, and emerging customer service technologies. 

This hands-on role involves cross-functional collaboration to ensure engineers can effectively implement technology solutions in line with Enterprise Technology standards using Agile practices, adherence to common SDLC principles and vendor solution management.

Responsibilities:

• Serve as the technical leader for an Agile Product Delivery team, delivering high-quality technology solutions built on call center technology systems like NICE and Nexidia, along with technologies such as Angular and .NET.
• Ensure high standards in all aspects of software engineering, including continuous integration, code quality, test-driven development, and adherence to target architecture.
• Lead platform modernization efforts, including upgrading from on-premises to cloud solutions, implementing modern user experiences, redesigning legacy components, and partnering to identify and implement new solutions to solve complex call routing scenarios.
• Build scalable and resilient platforms with proper monitoring and alerting systems.
• Introduce innovative solutions to traditional issues, including agentic AI and call containment practices.
• Collaborate with QA and DevOps teams to adopt automation, continuous integration, and deployment best practices to expedite the release process.
• Participate in Agile ceremonies, including Sprint refinement, PI planning, and Daily Scrum. Lead Engineering forums for design and delivery assignment and reviews.
• Recommend opportunities for application and process improvements and prepare documentation outlining the platform roadmap.
• Communicate regularly with both technical and non-technical groups as part of product/project support.
• Proactively bring in new technologies to enhance business processes, advising product and business teams when necessary.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• Bachelor's Degree in Computer Science, Information Technology, or equivalent.
• 10+ years’ experience with solution definition and delivery for call center platform technologies.
• 7+ years’ experience with enterprise software development processes, including documenting software design by using sequence diagrams, activity diagrams, etc., and presenting in architecture board reviews.
• 7+ years’ experience with developing Microservices, API-first, and Event-driven design patterns.

Core Competencies:

• Critical Thinking: Formulating workable solutions to complex challenges; logically deliberating on courses of action by examining and challenging assumptions, discerning hidden value, objectively evaluating evidence, and assessing conclusions.
• Emotional Intelligence: Leveraging high levels of self-awareness, self-management, social awareness, and relationship management to manage behavior, navigate social complexities, and make personal decisions to achieve positive results.
• Detail-Oriented: Robust attention to detail, quality in all aspects of delivery, and upholding self and team deliverables to the highest standards.
• Communication: Demonstrates the ability to communicate complex technical concepts effectively.
• Innovation: Generates innovative solutions in work situations; tries different/novel ways to deal with work problems/opportunities.
• Managing Complexity: Understanding and managing the complexity associated with integrating digital touch points into the advisor and client journeys.

Preferences:

• Experience with managing Third-party Call Center solutions
• Excellent oral and written communication skills.
• Practical experience with GenAI to automate development and business processes.
• Experience with AI integrations like Coveo, NICE, or CoPilot is a plus.

 

Pay Range:

$140,475-$234,125/year

 

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

 

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!

• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!

• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!

• Impactful Work: Our size is just right for you to make a real impact. Learn more here!

• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!

• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!

• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. Learn more here!

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

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