Lead Platform Engineer (Voice Comm) (IC3)

Title: Lead Platform Engineer (Voice Comm) (IC3)

Description: Hybrid - onsite 3x a week in Baltimore, MD or Evansville, IN locations.

Top 3 Skills - CCaaS, Telephony, API Integrations

There is a possibility of an extension or conversion to FTE.

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.

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.

Skills: Mandatory Skills • 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. 

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.