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.
In the Role you will:
- Lead the design, deployment, and configuration of CCaaS platforms (e.g., Genesys, Nice, Five9, Amazon Connect, or other cloud-based solutions) with Avaya PBX.
- Provide ongoing support, maintenance, and optimization of CCaaS systems to ensure reliability, performance, and scalability.
- Troubleshoot and resolve issues related to CCaaS infrastructure and integration points.
- Collaborate with management to define and optimize KPIs, SLA adherence, and operational efficiency.
- Ensure proper synchronization of contact center activities and customer insights from the CRM.
- Manage the implementation and optimization of call recording solutions to ensure compliance, quality monitoring, and performance analysis.
- Oversee the configuration and management of dialer systems (e.g., predictive, preview, power, auto-dialers) to improve contact efficiency and agent productivity.
- Ensure effective dialing strategies and compliance with regulations (e.g., TCPA).
- Lead the integration of third-party systems with CCaaS solutions via APIs, including integrations with CRM, WFM, billing, and other backend systems.
- Develop and maintain custom scripts and tools for system integration and automation.
- Provide support for Avaya-specific features such as ACD, Trunks and Dial patterns ensuring the integration aligns with cloud contact center environments.
Requirements
- Proficient in API development and integrations (REST, SOAP, JSON, etc.).
- Expertise in CCaaS platforms such as Genesys, Amazon Connect, Five9, Twilio, or similar.
- Proficiency with WFM tools (e.g., NICE, Verint, Aceyus).
- Strong knowledge of 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 MD, 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.
Top Skills
What We Do
OneMain provides personal loans with one on one, local service at branches nationwide. Our personalized loan solutions offer customers a simple and straightforward loan application, fixed rates, fixed payments, clear terms and multiple payment options.
