Where Ambition Meets Innovation
At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.
Join us as we create something extraordinary together.
We are seeking a strategic, hands-on AVP Technology Lead to architect and deliver next-generation Service Center technologies while leading a high-performing engineering team. This role blends people leadership, solution architecture, hands-on development, and technology vision to enable end-to-end servicing experiences for customers and advisors, automate routine tasks, and modernize platforms for scalability and resilience.
The ideal candidate will have deep experience in call center infrastructure, cloud-native solutions, CX orchestration, and agentic AI integrations, combined with a proven track record developing engineers, building team capability, and delivering results through others. You will lead and develop software and platform engineers, quality engineers, and Scrum Masters, and partner closely with Product and operations stakeholders to deliver measurable business outcomes for Service Center Technologies.
- Lead, coach, and develop direct reports and extended team members across development, quality engineering, and Agile delivery.
- Set clear goals, priorities, and accountability aligned to business outcomes, platform stability, and customer/advisor experience KPIs.
- Conduct performance management activities including goal setting, continuous feedback, performance reviews, and development planning.
- Hire, onboard, and retain talent; partner with HR on workforce planning, role design, and compensation recommendations as needed.
- Build team culture focused on ownership, psychological safety, quality, and continuous improvement in a lean, distributed (GCC/US) environment.
- Delegate effectively through technical leads while maintaining standards, architectural alignment, and delivery oversight.
- Manage capacity, skill gaps, and succession planning; support career growth for engineers, QEs, and Scrum Masters.
- Resolve team conflicts, remove blockers, and escalate risks appropriately to senior leadership.
Technology Leadership & Delivery (Hands-On)
- Serve as technical leader, solution architect, and hands-on developer working with Product Delivery teams.
- Design and implement modern service center architectures, including cloud migration, microservices, and API-first frameworks.
- Enable end-to-end experiences by orchestrating customer journeys ensuring continuity across digital and assisted channels.
- Drive automation of routine tasks and introduce agentic AI integrations to optimize both customer and advisor interactions.
- Design and implement data architecture for customer experience enablement, ensuring secure, scalable, and compliant data flows.
- Lead platform modernization efforts, including redesigning legacy components and implementing advanced call routing and personalization strategies.
- Integrate and optimize workforce management and reporting tools to improve operational efficiency and advisor performance.
- Collaborate with QA and DevOps to adopt CI/CD, test-driven development, and automation best practices.
- Participate in Agile ceremonies; sponsor engineering forums for design reviews, delivery assignments, and quality standards.
- Evaluate and integrate emerging technologies (GenAI, RPA, predictive analytics) to enhance business processes.
- Communicate effectively with technical and non-technical stakeholders, influencing strategic decisions and driving adoption.
Cross-Functional & Operational Leadership
- Partner with technical leads on escalation, incident leadership, RCA quality, and post-incident improvements.
- Align QE strategy with release cadence, IVR/contact center test coverage, and automation maturity (NICE CXone, Dynamics, Nexidia, Hammer).
- Ensure Scrum Master practices support predictable delivery, transparent reporting (JIRA or equivalent), and stakeholder alignment.
- Balance strategic roadmap work with operational stability, on-call expectations, and vendor/platform release readiness.
What We're Looking For
We want strategic thinkers who are hands-on problem solvers and effective people leaders passionate about developing talent and delivering exceptional customer and advisor experiences. This role requires someone who thrives in a fast-paced environment, is client-focused, and can balance visionary leadership, team development, and technical execution.
Requirements
- Bachelor's Degree in Computer Science, Information Technology, or equivalent.
- 10+ years of experience in call center platform technologies, including solution architecture and hands-on development.
- 3+ years of people management experience leading software engineers, platform engineers, QE/SDETs, and/or Agile delivery professionals (direct reports preferred).
- Demonstrated success building and leading teams of 5+ in distributed or hybrid environments.
- Hands-on experience implementing third-party platforms for contact center operations and customer experience enablement, such as NICE, Nexidia, Salesforce, CoPilot, or Dynamics.
- Expertise in designing and developing enterprise-grade applications using Angular and .NET, with a strong grasp of scalable front-end and secure, service-oriented back-end architectures.
- Strong expertise in microservices, event-driven design, and API-first development.
- Demonstrated ability in designing and implementing data architecture for customer experience enablement.
- Practical experience with cloud-native servicing platforms, omnichannel systems, workforce management, and reporting frameworks.
- Experience partnering with QE on test strategy, automation, and quality gates for IVR/CCaaS platforms.
- Experience working with Scrum Masters or leading Agile delivery in complex, cross-functional programs.
Core Competencies
- People Leadership & Talent Development
- Strategic Thinking and Innovation
- Technical Depth and Execution
- Customer Experience Design and Enablement
- Critical Thinking and Problem Solving
- Communication and Influence
- Change Leadership and Modernization
- Delivery Accountability & Operational Excellence
Preferences
- Experience leading offshore engineering teams with US stakeholder alignment.
- Experience with GenAI, predictive analytics, and AI-driven personalization.
- Experience with security and compliance frameworks for cloud and data architectures.
- Prior experience as a Development Lead or technical manager in contact center or financial services technology.
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