OneMain Financial · 1 month ago
CCaaS Lead Engineer
Baltimore, MD
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $135K/yrOneMain Financial is a leader in offering responsible access to credit for nonprime customers and is dedicated to improving financial well-being. They are seeking a CCaaS Lead Engineer to lead the deployment, integration, and maintenance of CCaaS solutions, focusing on enhancing customer experience and optimizing operational efficiency within the Contact Center and Telephony team.
CreditFinanceFinancial ServicesInsuranceWealth Management
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
Qualification
Required
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
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)
Company
OneMain Financial
OneMain Financial has been offering responsible and transparent loans for over 100 years.
Founded in 1912
10001+ employees
H1B Sponsorship
OneMain Financial has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$2.9B2025-03-13Post Ipo Debt· $600M
2024-11-04Post Ipo Debt· $900M
2018-01-04Post Ipo Secondary· $1.4B
Leadership Team
Doug Shulman
Chairman and Chief Executive Officer
Recent News
2026-01-13
2025-11-08
2025-10-29
Company data provided by crunchbase