Technical Lead

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 OnTelephony & 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 & APIsBuild and maintain internal tooling supporting agent workflows and integrations.Develop reliable, well-structured API connectors.Digital Feedback & Survey ArchitectureImplement and standardize survey flows: Genesys IVR, Zendesk CSAT, Boost.ai chat feedback.Define consistent survey event models and ensure high data reliability.Harmonization & Future ArchitectureContribute 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 BringSolution Architecture SkillsStrong 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 LeadershipAbility 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 ToolkitFrontend: React, TypeScript, UI compositionBackend / BFF: Node.js/TypeScript or Java; REST + event-driven patternsPlatforms: Genesys Cloud APIs, Enreach, Zendesk, Boost.aiSecurity: OAuth/OIDC, secure session handling, PII minimizationWho You AreA 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 possibleDurration: 12 monthsPossibility for extension: YesLocation: 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 assignmentIn 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.