Lead Engineer, Platform, Network Services

We are seeking a CCaaS Lead Engineer to join our growing Contact Center and Telephony team and lead the deployment, integration, and maintenance of our CCaaS (Contact Center as a Service) solutions. The ideal candidate will have in-depth experience with Workforce Management (WFM), Customer Relationship Management (CRM) systems, call recording solutions, dialers, reporting tools, API integrations, and a working knowledge of Avaya PBX systems. This role requires strong technical expertise, project management skills, and a collaborative mindset to deliver seamless contact center solutions.

Title: Lead Platform Engineer (IC3)

In the Role you will:

• Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect) and integrate with Avaya PBX systems to ensure seamless operation and performance.
• Design, develop, and support self-service IVR applications that provide a positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
• Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure and integration points.
• Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with CCaaS solutions to enhance functionality and automate workflows.
• Work closely with management to define key performance indicators (KPIs), ensure SLA adherence, and optimize operational efficiency. Focus on improving customer experience through strategic integrations and automation.
• Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
• Oversee the configuration and management of predictive, preview, power, and auto-dialers, optimizing call strategies to improve contact efficiency and agent productivity while ensuring compliance with regulations such as TCPA.
• Develop and maintain custom scripts and tools for system integrations and automation to streamline processes across different platforms, ensuring seamless communication between CCaaS, CRM, and other internal systems.
• Support Avaya-specific features such as ACD, trunks, and dial patterns, ensuring proper integration with cloud-based contact center solutions.

Requirements

• Proficient in API development and integrations (REST, SOAP, JSON, etc.).
• Expertise in CCaaS platforms such as Amazon Connect, NiceCX, Five9, Twilio, or similar.
• Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
• Strong knowledge MuleSoft and CRM platforms like Salesforce or Microsoft Dynamics.
• Hands-on experience with call recording solutions like Verint or NICE Systems.
• Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.

Location: Baltimore and Evansville IN

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

• Health and wellbeing options for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off
• Paid volunteer time 
• And more

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.