Telecommunications Solutions Engineer

2 weeks ago

Tempe, Arizona, United States DriveTime Full time

Position Overview

Company Background

DriveTime Family of Brands stands as the foremost privately held enterprise in the used automobile sales finance and servicing sector across the United States. With our operational hubs in Tempe, Arizona, and Dallas, Texas, we are dedicated to enhancing the lives of our clientele and workforce by ensuring the right customer is matched with the right vehicle under optimal conditions, guiding them on their journey to ownership.

Our organization encompasses DriveTime, Bridgecrest, and SilverRock, where we merge technology with innovation, utilizing proprietary tools and over twenty years of industry expertise to transform the vehicle purchasing, financing, and protection processes.

Role Summary

Seeking an OCS Engineer

In the capacity of an Engineer for Omnichannel Services (OCS), your primary responsibility will be to implement and support a variety of telephony and omnichannel-related technologies and applications. You will serve as a subject matter expert on specific technologies within the Omnichannel portfolio, oversee project deployments and internal initiatives, and provide tier two support for internal stakeholders. Additionally, you will manage cloud system administration tasks, including troubleshooting, maintenance, and oversight.

Your daily responsibilities will encompass documentation, design, and the development of Omnichannel solutions across various business lines. You will handle both minor task-driven changes and extensive projects for larger initiatives. Furthermore, you will collaborate with multiple business units to offer support, guidance, and updates on call center operations and technical solutions. This role necessitates technical expertise, collaborative skills, and exceptional problem-solving capabilities to effectively support the OCS portfolio. You will also assist OCS colleagues during service disruptions as a subject matter expert and escalation point during troubleshooting and resolution efforts.

Key Technical Competencies:

The OCS Engineer is not expected to possess all skills at any point in their career. Essential skills will vary based on the current level and specific responsibilities within the IT organization. Below is a list of typical competencies that an Engineer may be required to demonstrate throughout this role:

  • Telephony/Omnichannel Technologies: Cloud Contact Center - Genesys CX preferred, IVR (Interactive Voice Response) - Genesys CX preferred, ACD (Automatic Call Distribution) Call Routing - Inbound and Outbound Voice - Genesys CX preferred, Outbound Campaign Dialer - Genesys CX preferred, Call Recording and Analytics - Genesys CX preferred, Contact Center Reporting - Genesys CX preferred, VoIP/SIP Endpoints - Polycom preferred, Circuit and Toll-free Number Routing - Twilio Preferred, SIP/VoIP Networking Architecture, Network Performance Management Technologies: WireShark, Various software and IT skills

Position Requirements:

  • Minimum of three years of experience in Contact Center Technologies
  • At least 3+ years of SIP and Cloud Contact Center support experience required
  • Bachelor's Degree or an equivalent combination of education, training, and/or work experience
  • Comprehensive understanding of call center operations, strategy, and business practices
  • Availability for on-call, after-hours, and/or weekend work as needed
  • Occasional local travel may be required

Preferred Skills:

  • Genesys Routing Solutions - Architect, Expressions, and Advanced routing solutions
  • SMS, Two-way SMS, Outbound Campaigns, Carrier Registration
  • Omni-Channel Bots
  • Voice Analytics

Additional Qualifications:

  • Strong verbal and written communication skills, with the ability to convey information confidently and competently to diverse audiences, including management.
  • Detail-oriented approach, emphasizing the importance of accuracy and thoroughness.
  • Team-oriented mindset, thriving in a collaborative environment.
  • Ability to coordinate and supervise staff while contributing as an individual team member.
  • Capacity to perform well under pressure, managing multiple time-sensitive tasks effectively.
  • Excellent problem-solving skills, focusing on identifying and implementing solutions efficiently.

Benefits:

  • Comprehensive medical, dental, and vision coverage, with DriveTime Family of Brands covering a significant portion of insurance premiums.
  • Additional benefits including 401(K), company-paid life insurance, and short and long-term disability coverage.
  • Opportunities for professional growth, with a commitment to employee development and promotion.
  • Tuition reimbursement programs to support your professional advancement.
  • Wellness initiatives that include self-guided coaching, cash incentives, and discounts on medical premiums for engaging in health-related activities.
  • Competitive compensation to recognize your contributions.
  • Access to an in-house gym to promote employee well-being.
  • Regular team celebrations and events to foster a positive workplace culture.
  • Flexible dress code allowing for smart-casual attire.
  • Generous paid time off and holiday policies.

Conclusion:

DriveTime Family of Brands is recognized as a Great Place to Work Certified organization, with a high percentage of employees feeling at home within our culture. We value diversity, strong company culture, and effective leadership, as evidenced by various awards and recognitions.

Employment is contingent upon successful completion of background and drug screening processes. DriveTime maintains a drug-free, tobacco-free workplace and is an Equal Opportunity Employer.

We seek individuals who align with our values and are eager to contribute to a dynamic, professional, and energetic environment.

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