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Telecommunications Solutions Engineer

2 months ago

Tempe, Arizona, United States DriveTime Full time

Position Overview

Company Background

DriveTime Family of Brands stands as the foremost privately held used vehicle sales finance and servicing enterprise in the United States. With operational hubs in multiple locations, we are dedicated to enhancing the lives of our clientele and workforce by ensuring optimal vehicle ownership experiences.

Our organization encompasses DriveTime, Bridgecrest, and SilverRock, where we leverage cutting-edge technology and over twenty years of industry expertise to transform the vehicle purchasing, financing, and protection processes.

Role Summary

OCS Engineer Responsibilities

In the capacity of an Engineer for Omnichannel Services (OCS), your primary responsibilities will include the implementation and support of diverse telephony and omnichannel technologies and applications. You will serve as a subject matter expert on specific technologies within the Omnichannel suite, manage project deployments, and provide tier two support for internal stakeholders. Additionally, you will oversee cloud system administration, which encompasses troubleshooting, maintenance, and management tasks.

Your daily activities will involve documenting, designing, and developing Omnichannel solutions across various business lines. You will manage both minor task-driven changes and extensive projects for larger initiatives. Furthermore, collaboration with multiple business units will be essential to offer support, guidance, and updates regarding call center operations and technical solutions. This position necessitates technical expertise, teamwork, and strong problem-solving skills 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 given time. Essential skills will vary based on current responsibilities within the IT framework. Below is a list of typical competencies that an Engineer may be required to exhibit 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
  • Bachelor's Degree or 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 necessary
  • 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 engage diverse audiences, including management.
  • Detail-oriented approach to work.
  • Collaborative team player in a high-functioning environment.
  • Ability to coordinate and supervise staff while contributing individually.
  • Capacity to work effectively under pressure with multiple time-sensitive requirements.
  • Excellent problem-solving skills, focusing on identifying and implementing solutions.

Employee Benefits:

  • Comprehensive medical, dental, and vision coverage.
  • 401(K) plan, company-paid life insurance, and disability coverage.
  • Opportunities for professional growth and advancement.
  • Tuition reimbursement for continued education.
  • Wellness program with incentives for healthy activities.
  • Competitive compensation.
  • Access to an in-house gym for fitness.
  • Regular team-building and celebratory events.
  • Smart-casual dress code.
  • Paid time off and holidays.

Company Culture:

DriveTime Family of Brands is recognized as a Great Place to Work, with a high percentage of employees expressing satisfaction with their work environment. We are committed to fostering a professional, enjoyable, and dynamic workplace.

Hiring 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 prioritize finding the right fit for our organization, ensuring a wealth of opportunities for professional growth in a vibrant and energetic setting.