Senior Technical Lead (Contact Center Technology)

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.

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.

• 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

• 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

• 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

Selections are made on an ongoing basis, so we recommend that you apply as soon as possible.