Job Details

Lead Engineer IVR Systems (CES Team)

We're looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone's fingertips.

At Green Dot, we are evolving to a new and permanent "Work from Anywhere" model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

Role Overview

Green Dot Corporation is seeking a Lead IVR Software Engineer to join the CES team, focusing on building scalable, secure, and resilient systems that enhance customer experience across multiple support channels. The Lead IVR engineer will be responsible for architecting, developing, and maintaining Interactive Voice Responses systems that support customer engagement and operational efficiency. This role blends software engineering leadership with deep domain expertise in telephony, voice applications, and call flow design. This role will drive technical leadership and innovation in CES operations, aligning with Green Dot's Career Framework at Level 56.

Key Responsibilities

• Lead the full software development lifecycle (SDLC) for IVR applicationsfrom requirements gathering to deployment and maintenance.
• Lead the design and development of IVR applications using platforms (Twilio).
• Define and implement best practices for IVR software architecture, coding standards, and system integration.
• Build and maintain IVR call flows, prompts, and routing logic.
• Integrate IVR systems with backend services, databases, and CRM platforms (e.g., Salesforce).
• Ensure high availability and performance of voice applications.
• Write, review, and optimize high-quality code using languages such as .Net, Java, or JavaScript.
• Track project progress, manage timelines, and report to senior leadership.
• Mentor junior developers and foster a collaborative team environment.
• Develop and implement software testing strategies.
• Maintain technical documentation and ensure compliance with regulatory and security standards.
• Architect and develop backend services and APIs to support CES operations including contact center platforms, escalation workflows, and partner management systems.
• Collaborate with cross-functional teams including QA, L&D, and Compliance to ensure seamless integration and performance of CES tools.
• Lead technical initiatives to improve SLA adherence, incident management, and root cause analysis systems.
• Implement observability and monitoring solutions to ensure system reliability and performance.
• Partner with business stakeholders to translate customer journey insights into actionable technical solutions.

Technical Qualifications

Bachelor's degree in computer science, Information Technology, Telecommunication or related field. 7+ years of experience in software development, with at least 3 years in IVR development and 2+ years in Team leadership. Proficiency in IVR platforms (Twilio). Certifications in IVR platforms (e.g. Twilio, Cyara) are a plus. Experience with cloud platforms (e.g., AWS, Azure), Kubernetes, and CI/CD pipelines. Familiarity with tools like Jira, GitHub, Confluence, and BitBucket. Strong grasp of security and privacy standards relevant to customer data handling. Proficiency in SFDC, C++, HTML 5, Java, Python, or Node.js; experience with Spring Boot or Express.js frameworks. Strong leadership and communication abilities. Analytical thinking and attention to detail.

Preferred Qualifications

Experience in fintech or customer support technology platforms. Familiarity with CES operational domains such as escalation management, partner scorecards, and voice of customer programs. Contributions to open-source projects or technical publications.

Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.

Work Authorization Requirement At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.