Senior Workflow & Contact Center Technology Lead

Inside the Role

As a Senior Workflow & Contact Center Technology Lead, you will serve as a senior technical authority responsible for designing, building, and evolving DTFS’s workflow and contact center platforms, with a strong focus on Pega-based case management, decisioning, and Five9 contact center technologies. This Band 92 role blends hands-on Pega development and architectural oversight with team guidance. You will contribute directly to solution design, code, and implementation while supervising and mentoring other developers to ensure high-quality, scalable, and compliant solutions. The role partners closely with business stakeholders, product owners, and IT leadership to translate business requirements into robust, enterprise-ready platforms.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

What You Drive at DTFS

• Serve as the senior technical lead for Pega-based workflow and contact center platforms, providing Lead System Architect(LSA)-aligned architectural guidance and hands-on development support.

• Design, develop, and enhance Pega applications, including case lifecycles, flows, data pages, integrations, UI rules, decision logic, and Pega AI features, following platform best practices.

• Strong understanding of business processes in financial services or captive finance environments and the ability to translate business requirements into scalable technical solutions.

• Lead code reviews, enforce design standards, and act as a technical authority on solution architecture and quality across the Pega development team.

• Remain hands-on with complex feature development, integrations, performance tuning, and API development for Pega and external systems.

• Lead design and development of APIs, Axway integrations, batch processes, and database-driven solutions, ensuring seamless data flow and integration with Pega workflows and contact center platforms.

• Supervise, mentor, and guide PEGA and contact center developers, ensuring adherence to engineering, security, and quality standards.

• Lead the integration of contact center technologies (e.g., Five9), with PEGA  applications, troubleshoot and provide support for any production issues.

• Collaborate with Architecture, Security, Compliance, and Infrastructure teams to ensure solutions meet non-functional requirements including security, scalability, resiliency, and regulatory compliance.

• Support release planning, deployments, and production readiness, including defect resolution, Production support, performance monitoring using Pega Diagnostic Cloud (PDC), root-cause analysis, and proactive platform stabilization.

• Contribute to platform strategy and roadmap discussions by identifying opportunities to modernize workflows, increase automation, and leverage Pega and contact center capabilities.

• Ability to communicate complex technical topics clearly and confidently in IT leadership and governance forums.

• Familiarity with Pega AI, decisioning, and intelligent automation capabilities.

Knowledge You Should Bring

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field and 5-7 years of relevant experience or 8 years of relevant experience in lieu of degree

• 8–12 years of experience in BPM, workflow, or enterprise application development, with deep hands-on experience in Pega and object-oriented programming (Java).

• Experience working within the DTFS IT landscape or similar large, integrated enterprise environments is a strong plus.

• Hands-on experience integrating contact center platforms (e.g., Five9) with Pega-based workflows.

• Experience with API design and development (RESTful services), AXway integrations, batch processes, and system-to-system communications.

• Knowledge of databases, including data modeling, query optimization, and performance considerations.

• Commitment to continuous learning and upskilling with emerging technologies.

Exceptional Candidates Might Have

• Pega certifications (CSA, CSSA, LSA) – nice to have.

• Experience presenting architectural designs, solution approaches, and technology strategies to senior IT leadership.

• Hands-on experience supporting large-scale customer service or collections platforms in regulated environments.

• Strong understanding of call center operations, agent tooling, and customer experience optimization.

• Proficiency in platform performance monitoring and tuning using tools like Pega Diagnostic Cloud (PDC).

#LI-DTFSUSA  #LI-Hybrid 

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- 

Charlotte, NC US. Relocation assistance is not available for this position.

Schedule Type: 

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, SelecTrucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome challenges unique to the trucking industry. Additionally, we offer a range of financing solutions that can be customized to meet each individual business's needs, from owner-operators to large fleet managers and nearly every venture in-between.

To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life.

Additional Information

• Applicants must be legally authorized to work permanently in the country of posting

• Final candidate must successfully complete a criminal background check

• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions

• EEO - Disabled/Veterans

Daimler Truck Financial Services is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935