For one of our clients in Stockholm we are now looking for a Tech Lead:

We are looking for a senior Tech Lead to drive the architecture, integrations, and engineering quality of our Contact Center Technology (CCT) ecosystem. You will guide cross-channel customer experience solutions spanning telephony, omnichannel platforms, survey tooling, and our Care application UI. This role combines hands-on engineering leadership with deep system design and integration architecture.

What You’ll Work On

Telephony & Routing (Genesys Cloud, Enreach)

Own and evolve CTI integration flows (call state, session context, screen pop, call controls).

Ensure low-latency routing, stable call flows, and reliable post-call events.

Omnichannel (Zendesk, Boost.ai)

Integrate and optimize ticketing, live chat, bot-to-agent handovers, and CSAT triggers.

Maintain identity and session consistency across all channels.

Internal Tooling & APIs

Build and maintain internal tooling supporting agent workflows and integrations.

Develop reliable, well-structured API connectors.

Digital Feedback & Survey Architecture

Implement and standardize survey flows: Genesys IVR, Zendesk CSAT, Boost.ai chat feedback.

Define consistent survey event models and ensure high data reliability.

Harmonization & Future Architecture

Contribute to unified CTI and survey integration standards.

Reduce fragmentation and shape long-term architectural direction.

Care Application (Ember)

Lead the architecture and implementation of our Care UI in Ember (App Router, SSR/ISR, server components).

Define patterns for state, caching, error boundaries, and customer context.

Ensure modular, consistent UI components across the Care ecosystem.

What You’ll Bring

• Solution Architecture Skills
• Strong integration architecture mindset (contract-first APIs, event design).
• Ability to maintain coherence across identity, consent, case, and survey flows.
• Capability-driven thinking across domains: Agent Desktop, Telephony, Omnichannel, Case Handling, Surveys.
• Experience defining SLOs, non-functional requirements, and secure data handling.
• Excellent architectural communication: ADRs, NFRs, architectural notes, clear trade-offs.

Engineering Leadership

• Ability to mentor developers and elevate engineering quality.
• Skilled in code reviews, design patterns, and maintainable architecture.
• Experience translating architecture into actionable engineering tasks.
• Strong at identifying cross-team risks and contributing to technical backlog refinement.
• Comfortable representing CCT in technical communities.

Your Technical Toolkit

• Frontend: React, TypeScript, UI composition
• Backend / BFF: Node.js/TypeScript or Java; REST + event-driven patterns
• Platforms: Genesys Cloud APIs, Enreach, Zendesk, Boost.ai
• Security: OAuth/OIDC, secure session handling, PII minimization

Who You Are

• A senior engineer or architect with experience in complex, integrated customer experience systems.
• Comfortable navigating both hands-on implementation and high-level architecture.
• Passionate about reliability, good engineering practices, and cross-team collaboration.
• Motivated by building scalable, maintainable, and customer-centric platforms.

Start date: As soon as possible

Durration: 12 months

Possibility for extension: Yes

Location: Stockholm, Sweden

Please apply directly through our system with:

• Your updated CV
• Hourly rate (incl. overheads)
• Information about when you are available to start the assignment
• In the motivation, describe why you are suitable for this assignment - refer to previous consulting assignments, employment, education and personal qualities.

Please note: We do not accept any applications through mail. All applications have to be sent through the portal to be valid.

Offer continuously:

We offer continuously, meaning sometimes we remove the assignments before deadline. If you are interested we recommend that you apply immediately.