Technical Lead, Service Center Technology

As a Technical Lead for Service Technology at Guardian Life, you will serve as a hands-on technical leader for a product or platform within the Digital & Technology organization. You will guide engineers in building secure, scalable, and high-performing solutions, ensuring alignment with architectural and delivery standards. This role focuses on Customer Service Technology, including IVR, virtual assistants, and other customer engagement solutions, requiring experience in developing and leading teams in this area. You will also define coding standards, manage dependencies, and mentor engineers.

Must Have

• Lead the design, development, and technical delivery for one or more agile squads.
• Define and enforce coding standards, best practices, application support, and test automation strategies.
• Manage all team-level dependencies in partnership with the Product Owner.
• Collaborate with Product and COEs, Data, AI, Architecture, and QA teams to ensure technical alignment.
• Conduct design and code reviews to maintain quality, scalability, support, and security.
• Mentor engineers, fostering skill development, technical depth, and professional growth.
• Troubleshoot complex issues and implement long-term, sustainable solutions.
• Drive adoption of SDLC practices, CI/CD, and cloud-native solutions.
• Contribute to technical roadmaps, influencing architecture and modernization decisions.
• Write and deploy code or configuration to support the product teams.
• 9–12 years of software engineering experience, including several in a technical leadership role.
• Significant experience developing and leading teams in customer service technology.
• Working knowledge of platforms such as Genesys, Amelia, CRM, and Oracle Service Cloud.
• Strong understanding of AI, Data, APIs, microservices, and distributed systems.
• Experience working in cloud-based environments (AWS, Azure, or GCP).
• Demonstrated ability to mentor engineers and improve team performance.
• Excellent collaboration skills with cross-functional teams in agile settings.

Perks & Benefits

• Support and flexibility to achieve professional and personal goals.
• Skill-building opportunities.
• Leadership development opportunities.
• Philanthropic opportunities.
• Contemporary, supportive, flexible, and inclusive benefits and resources.

Role Summary

As a Technical Lead for Service Technology , you’ll serve as the hands-on technical leader for a product or platform within the Digital & Technology organization. You’ll guide engineers in building secure, scalable, and high-performing solutions, ensuring engineering practices align with architectural and delivery standards. Working closely with Product D&T Leaders and Product Managers, you’ll translate business outcomes into technical execution and foster a culture of engineering excellence. This role will focus on Customer Service Technology, including platforms such as IVR, virtual assistants, and other customer engagement solutions. Experience developing and leading teams in customer service technology is essential.

You Will

• Lead the design, development, and technical delivery for one or more agile squads.
• Define and enforce coding standards, best practices, application support, and test automation strategies.
• Manage all team-level dependencies in partnership with the Product Owner.
• Continuously look for opportunities to optimize the team.
• Collaborate with Product and COEs, Data, AI, Architecture, and QA teams to ensure technical alignment.
• Conduct design and code reviews to maintain quality, scalability, support, and security.
• Mentor engineers, fostering skill development, technical depth, and professional growth across the team.
• Troubleshoot complex issues and implement long-term, sustainable solutions.
• Drive adoption of SDLC practices, CI/CD, and cloud-native solutions.
• Contribute to technical roadmaps, influencing architecture and modernization decisions.
• Write and deploy code or configuration to support the product teams.

You Have

• 9–12 years of software engineering experience, including several in a technical leadership role.
• Significant experience developing and leading teams in customer service technology.
• Working knowledge of platforms such as Genesys, Amelia, CRM, and Oracle Service Cloud.
• Strong understanding of AI, Data, APIs, microservices, and distributed systems.
• Experience working in cloud-based environments (AWS, Azure, or GCP).
• Demonstrated ability to mentor engineers and improve team performance.
• Excellent collaboration skills with cross-functional teams in agile settings.

Salary Range:

$118,980.00 - $195,465.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits

. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.