Pega Customer Service (CS) Technical Lead â Digital Messaging & Email Channels
Role Summary
The Pega CS Technical Lead is responsible for serving as a technical leader in the design, configuration, and support of Pega Customer Service applications, with a strong focus on Digital Messaging and Email channels. This role provides oversight for the modification, enhancement, and maintenance of complex, enterpriseâscale Pega CS implementations and acts as a mentor and escalation point for junior team members.
Responsibilities
Application Development & Maintenance (50%)
- Lead the design, configuration, enhancement, and support of Pega Customer Service (CS) applications.
- Own the setup, configuration, and ongoing management of Digital Messaging channels (e.g., Web Messaging, Chat, SMS, WhatsApp, social channels) in Pega.
- Configure and maintain Email channel integrations including intake, routing, case creation, auto-responses, and SLA management.
- Ensure adherence to Pega best practices, guardrails, and performance guidelines.
- Perform root cause analysis and resolution of complex production and nonâproduction issues.
Project Delivery & Enhancements (30%)
- Participate in and technically lead customer service application development initiatives as assigned.
- Collaborate with product owners, architects, and business stakeholders to translate business requirements into scalable Pega CS solutions.
- Support integrations with external systems using REST, SOAP, MQ, or eventâbased mechanisms.
- Guide upgrade activities, patching, and platform improvements related to Pega CS and digital channels.
Technical Leadership & Mentorship (15%)
- Provide technical leadership and mentorship to junior developers and system analysts.
- Review solution designs, code artifacts, and configurations to ensure quality and compliance.
- Serve as the primary technical escalation point for digital messaging, email, and omnichannel issues.
- Promote Agile and DevOps practices within the team.
Other Duties (5%)
- Perform additional responsibilities as assigned by the manager or principal engineer.
Minimum Requirements
Education
- Bachelorâs Degree
- Field of Study: Technology, Engineering, Computer Science, or related discipline
Experience
- 7+ years of overall IT experience
- 5+ years of handsâon development experience in Pega Customer Service (Pega CS)
- Proven experience configuring and supporting:
- Digital Messaging channels in Pega
- Email channel integrations and case management
- Experience leading development teams or acting as a technical lead
Knowledge, Skills, Abilities, and Other Attributes
- Strong expertise in Pega CS framework and omnichannel customer service implementations
- Handsâon experience with:
- Pega Digital Messaging (chat, messaging, social)
- Email channel setup, triaging, routing, and SLA configuration
- Excellent troubleshooting and diagnostic skills, especially for:
- Channel failures
- Integration issues
- Performance and data inconsistencies
- Strong understanding of DevOps culture, CI/CD pipelines, and Pega deployment practices
- Knowledge of Cloud platforms (AWS, Azure, or similar)
- Database knowledge (RDBMS such as Oracle, SQL Server, DB2, MySQL)
- Solid understanding of Agile (Scrum) methodologies
- Strong communication skills with the ability to explain technical solutions to nonâtechnical stakeholders
Preferred Qualifications
Education
- Masterâs Degree or advanced degree
- Field of Study: Technology, Engineering, Computer Science, or equivalent
Experience
- Experience with:
- Pega Digital Messaging advanced features (bots, NLP handoffs)
- Pega Email Manager and advanced routing strategies
- UI development experience (React.js or similar UI frameworks)
- Experience working in large, multiâteam enterprise environments
- Demonstrated experience leading and mentoring development teams
Knowledge, Skills, Abilities, and Other Attributes
- Strong problemâsolving mindset with a customerâcentric approach
- Ability to work under pressure and manage productionâcritical issues effectively
Key Competencies
- Technical Leadership
- Omnichannel Customer Service Solutions
- Troubleshooting & Root Cause Analysis
- Team Mentorship
- Stakeholder Communication
- Agile & DevOps Practices
What We Offer
We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.
About Us
Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to WorkÂŽ certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact careers.india@mcmcg.com