Lead Software Engineer, Operations Technology Voice

Salary: $61,000 - 101,000 per year Requirements:

• Formal training or certification in software engineering concepts, with 5+ years of applied experience.
• Hands-on experience delivering system design, application development, testing, and operational stability.
• Advanced proficiency in at least one programming language.
• Experience leading the effective use of enterprise-authorized AI-assisted software development tools, including setting expectations for validating outputs for correctness, performance, and security.
• Strong understanding of responsible AI use in engineering, including data sensitivity, secure handling of inputs and outputs, and resiliency and security expectations; experience coaching senior engineers or leads on compliant practices and controls.
• Ability to solve design and functionality problems independently with minimal oversight.
• Experience mentoring mid-level and senior engineers, setting technical standards, and conducting substantive design and code reviews.
• Ability to influence and communicate effectively with engineering teams and senior non-technical stakeholders, including through written design documents and executive-level updates.
• Working knowledge of secure engineering, data privacy, and controls for systems that handle sensitive customer data and recorded interactions.
• Experience with CI/CD, infrastructure as code, and automated testing in a regulated enterprise environment.
• Preferred: Experience designing, building, or migrating production IVR or contact center solutions, especially migrations to Amazon Connect from platforms such as Genesys, Avaya, Cisco, NICE CXone, or Twilio Flex.
• Preferred: Strong working knowledge of Amazon Connect components, including Contact Flows, Routing Profiles, Queues, Quick Connects, Hours of Operation, Agent Workspace, and Contact Lens.
• Preferred: Experience integrating Amazon Connect with AWS Lambda, Amazon Lex v2, Amazon Polly, and Kinesis Video or Data Streams.
• Preferred: Familiarity with the Connect Streams API, Contact Control Panel embedding, and CTI or screen-pop integrations with agent desktops or CRMs.
• Preferred: Experience building self-service IVR journeys, DTMF and natural-language menus, callback and queue-position features, and intelligent or attribute-based routing.
• Preferred: Practical cloud-native experience.

• Provide technical guidance and direction to support the business, technical teams, contractors, and vendors.
• Develop secure, high-quality production code, and review and debug code written by others.
• Lead adoption and governance of approved AI-assisted engineering practices to improve code quality, delivery speed, and operational outcomes.
• Establish measurable standards for validating AI-assisted work, including secure coding, peer review, and automated testing, and promote reusable patterns and automation across the software development lifecycle and technology lifecycle management toolchain.
• Apply software development lifecycle tools, including approved AI-assisted development and automation capabilities, to increase the value of automation at scale.
• Drive decisions affecting product design, application functionality, technical operations, and processes.
• Serve as a function-wide subject matter expert in one or more areas.
• Advocate for firmwide software development lifecycle frameworks, tools, and practices within the engineering community.

• AI
• API
• AWS
• Lambda
• CI/CD
• Cloud
• Cisco
• Genesys
• Support
• Security
• Flow
• Java
• Python
• Salesforce

More:

We are collaborating with hackajob to connect exceptional professionals with this Lead Software Engineer role at J.P. Morgan Chase, within Consumer and Community Bankings Operations Technology Voice organization. We offer the opportunity to help build trusted, secure, stable, and scalable technology products as part of an agile team, with work spanning multiple technologies and applications. Chase serves households and small businesses with a broad range of financial services, and our Consumer & Community Banking division includes personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We provide a competitive total rewards package, with compensation based on role, experience, skills, and location, as well as eligible incentive compensation and benefits such as health care, retirement savings, backup childcare, tuition reimbursement, mental health support, and financial coaching. We value diversity and inclusion, are an equal opportunity employer, and provide reasonable accommodations.

last updated 42 week of 2026