Technical Lead

We are seeking an experienced Technical Lead - Smart Communications (SmartCOMM) to lead the design, implementation, integration, and optimization of enterprise Customer Communications Management (CCM) solutions using the Smart Communications platform.

The ideal candidate will bring deep technical expertise in SmartCOMM, strong consulting capabilities, and proven experience leading teams and client engagements. This role will play a key part in expanding our SmartCOMM practice by mentoring team members, establishing delivery best practices, driving solution architecture, and partnering with clients to implement scalable communication solutions.

The Technical Lead will work closely with business stakeholders, architects, developers, upstream and downstream application teams, infrastructure teams, and client leadership to ensure successful delivery of Smart Communications solutions.

Key Responsibilities

Technical Leadership

• Lead end-to-end implementation of Smart Communications solutions across multiple client engagements.
• Define technical architecture, design standards, coding standards, and implementation best practices.
• Provide hands-on guidance for SmartCOMM template development, data mapping, document generation, and interactive communications.
• Conduct technical design reviews, code reviews, and solution assessments.
• Troubleshoot and resolve complex technical issues across development, testing, and production environments.
• Ensure solutions are scalable, secure, maintainable, and aligned with enterprise architecture standards.

Team Development & Practice Growth

• Support the growth and expansion of the Smart Communications practice.
• Mentor, coach, and upskill developers, business analysts, and solution consultants who are new to SmartCOMM.
• Establish onboarding plans, training materials, development standards, and reusable assets.
• Build a knowledge-sharing culture through workshops, technical sessions, and internal communities of practice.
• Assist in hiring, interviewing, and evaluating Smart Communications professionals.
• Help create accelerators, implementation frameworks, and reusable components to improve delivery efficiency.

Consulting & Client Engagement

• Act as a trusted advisor to clients on CCM strategy, architecture, and implementation approaches.
• Conduct discovery workshops and requirements gathering sessions with business and technical stakeholders.
• Translate business communication requirements into scalable SmartCOMM solutions.
• Provide effort estimates, implementation roadmaps, and technology recommendations.
• Present solution designs and implementation approaches to client stakeholders and leadership.
• Support pre-sales activities including solution demonstrations, proposal development, and RFP responses.

Solution Architecture & Integration

• Design and implement integrations between SmartCOMM and enterprise applications.
• Collaborate with upstream systems such as:
• Policy Administration Systems
• CRM Platforms
• Data Warehouses
• Customer Data Platforms
• Define APIs, data exchange patterns, file-processing frameworks, and integration standards.
• Work closely with Enterprise Architects, Data Architects, and Infrastructure teams to establish future-state architecture.

Delivery Management

• Lead project execution while ensuring adherence to scope, timeline, quality, and budget commitments.
• Provide technical oversight across development, testing, deployment, and production support activities.
• Support Agile delivery teams through sprint planning, backlog refinement, estimation, and technical leadership.
• Manage technical risks, dependencies, and escalation resolution.
• Ensure compliance with governance, security, and regulatory requirements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 10-15 years of overall IT experience.
• Minimum 8+ years of hands-on experience with Smart Communications (SmartCOMM).
• Demonstrated experience implementing enterprise CCM solutions.
• Strong understanding of document composition, correspondence generation, and customer communication management processes.
• Proven experience working directly with customers in a consulting or client-facing role.
• Experience leading technical teams and mentoring junior resources.
• Strong analytical, communication, and stakeholder management skills.

Other Technical Exposure

• SQL
• Relational Databases
• Cloud Platforms (Azure, AWS, or GCP)
• DevOps and CI/CD Pipelines
• Version Control Systems (Git)

Preferred Qualifications

• Experience within the Insurance, Banking, Financial Services, or Healthcare sectors.
• Exposure to Policy Administration Systems and Claims Platforms.
• Smart Communications certifications or equivalent implementation experience.
• Experience supporting global delivery teams and offshore/onshore operating models.