CCaaS Lead Engineer

OneMain Financial•Baltimore, MD

10d•$120,000 - $135,000

About The Position

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 strong hands-on working knowledge of NiceCX 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 Nice CXOne CCaaS platforms and integrate with Apollo Router systems to ensure seamless operation and performance. Design, develop, and support self-service IVR applications that provide positive customer experience and streamline contact center operations. Architect the IVR infrastructure, including application servers, prompt servers, and load balancers. Lead the design and development of Domain Gateway (DG) subgraphs to enable seamless real-time interaction and data integration between NiceCX and internal/external systems. This includes mapping interactions, developing APIs, and ensuring consistent data flow across the contact center ecosystem. Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure, integration points, and subgraph operations. Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with NiceCX 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, automation, and subgraph workflows to streamline processes across different platforms, ensuring seamless communication between NiceCX, CRM and other internal systems.

Requirements

Proficient in API development and integrations (REST, SOAP, JSON, etc.).
Strong hands-on expertise in CCaaS platforms such as NiceCX
Experience with Domain Gateway (DG) and subgraph development for real-time data integration and interaction routing.
Proficiency with WFM tools (e.g., NICE).
Strong knowledge of 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.
Knowledge of dialer systems (predictive, power dialers, etc.) and contact center routing strategies.

Responsibilities

Lead the design, deployment, and configuration of Nice CXOne CCaaS platforms and integrate with Apollo Router systems to ensure seamless operation and performance.
Design, develop, and support self-service IVR applications that provide positive customer experience and streamline contact center operations.
Architect the IVR infrastructure, including application servers, prompt servers, and load balancers.
Lead the design and development of Domain Gateway (DG) subgraphs to enable seamless real-time interaction and data integration between NiceCX and internal/external systems. This includes mapping interactions, developing APIs, and ensuring consistent data flow across the contact center ecosystem.
Provide ongoing support and maintenance of CCaaS solutions to ensure system reliability, performance, and scalability. Troubleshoot and resolve issues related to infrastructure, integration points, and subgraph operations.
Lead the development of custom APIs and integrate third-party systems (e.g., CRM, WFM, billing, and other backend systems) with NiceCX 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, automation, and subgraph workflows to streamline processes across different platforms, ensuring seamless communication between NiceCX, CRM and other internal systems.

Benefits

Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)
Paid sick leave as determined by state or local ordinance, prorated based on start date
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume