Technical Lead, Digital Customer Experience & CRM

About the Role

Key Responsibilities

• Architect and deliver scalable, customer-centric digital experiences and applications that enhance satisfaction and build loyalty.
• Foster cross-functional collaboration among developers, designers, product owners, and stakeholders to ensure cohesive execution across web platforms.
• Lead the integration of third-party tools and custom-built solutions in a high-availability environment that supports essential business operations.
• Evaluate and guide the use of AI-driven innovations alongside traditional approaches to shape effective, forward-looking technical strategies.
• Remain actively involved in architecture, design, and technical leadership to strike the right balance between speed, quality, and sustainability.
• Translate strategic business goals into secure, scalable, and maintainable technical architectures that align with long-term objectives.
• Advocate for the use of AI-enabled development tools and practices to enhance engineering efficiency and drive innovation across technical leadership teams.

Requirements

• 10+ years of experience providing technical leadership and guiding cross-functional development teams.
• Extensive hands-on experience customizing and configuring content management systems such as Drupal or AEM.
• Proficient in using web analytics tools like Hotjar, Google Analytics (GA4), and Google Tag Manager to derive user insights.
• Demonstrated ability to lead complex technical initiatives and mentor engineering teams in high-velocity, agile environments.
• Expertise in modern application architecture, microservices, and cloud platforms including AWS, GCP, and Azure.
• Practical knowledge of AI/ML technologies, with a strong ability to evaluate when to leverage emerging tools versus established systems.
• Hands-on experience with DevOps and Infrastructure as Code (IaC), preferably using Terraform or Ansible.
• Skilled in using Node.js (v18+) and TypeScript to build scalable batch processing and RESTful applications.
• Excellent communication and influence skills, with a proven ability to align technical strategies with business objectives and engage across stakeholder levels.
• Experience in defining, monitoring, and delivering on OKRs to ensure alignment with strategic priorities and measurable business impact.

Nice to Have

• Bachelor's degree in Computer Science, Management Information Systems, or a related technical discipline.
• Demonstrates a proactive, results-driven mindset with a strong sense of ownership and accountability.
• Extensive hands-on experience in solution architecture, system design, and enterprise integration patterns.
• Proficient in working with HTTP APIs, secured RESTful services, and system integrations, particularly within AWS environments.
• Experienced with authentication and authorization protocols such as OAuth 2.0 and SAML.
• Familiar with Snowflake, data modeling principles, and best practices for data integration.
• Strong technical communication skills with the ability to collaborate across diverse, cross-functional, and global teams.
• Proven track record of delivering technology solutions using Agile methodologies in distributed team environments, including coordination with onshore/offshore teams, vendors, and QA.
• A clear passion for building engaging, user-focused digital experiences that drive customer value.

Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, or a related technical discipline.

Benefits & Perks

• Salary range of $117,000 - $173,000, with compensation determined by location, education, experience, and skills.
• Full benefits package including healthcare, dental, and vision insurance for employees and dependents.
• Additional wellness, financial, and work/lifestyle benefits.
• 401(k) retirement plan with a company match of 50% up to 12% of eligible compensation.
• Generous PTO with a starting accrual of 22 days per year, plus paid holidays and volunteer time.