Telecommunications Solutions Engineer

2 weeks ago

Tempe, Arizona, United States DriveTime Full time

Job Overview

Company Background

DriveTime Family of Brands stands as the foremost privately held enterprise in the used vehicle sales finance and servicing sector across the nation. With our headquarters located in Tempe, Arizona, and Dallas, Texas, we are dedicated to enhancing the lives of our clients and employees by ensuring the right customer is matched with the right vehicle under optimal terms, guiding them towards ownership.

Our organization encompasses DriveTime, Bridgecrest, and SilverRock, where we blend technology and innovation to transform the vehicle purchasing, financing, and protection experience through our proprietary tools and over two decades of industry expertise.

Position Summary

Role of the OCS Engineer

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 for specific technologies within the Omnichannel portfolio, manage project deployments, and provide tier two support for internal stakeholders. Your duties will also encompass cloud system administration, including troubleshooting, maintenance, and overall management.

Daily tasks will involve documentation, design, and the development of Omnichannel solutions across various business lines. You will oversee both minor task-driven changes and larger, long-term projects. Furthermore, collaboration with multiple business lines will be essential to provide support, guidance, and updates on call center operations and technical solutions. This role demands 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:

While the OCS Engineer is not expected to possess all skills at any given time, critical competencies will vary based on current responsibilities within the IT organization. Below is a list of typical skills that may be required throughout this role:

  • Telephony/Omnichannel Technologies: Experience with 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 Tollfree Number Routing - Twilio Preferred, SIP/VoIP Networking Architecture, Network Performance Management Technologies: WireShark, and various software and IT skills.

Position Requirements:

  • Minimum of three years of experience in Contact Center Technologies.
  • At least 3+ years of experience in SIP and Cloud Contact Center support.
  • 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:

  • Expertise in Genesys Routing Solutions - Architect, Expressions, and Advanced routing solutions.
  • Experience with SMS, including Two-way SMS and Outbound Campaigns, as well as Carrier Registration.
  • Familiarity with Omni-Channel Bots.
  • Knowledge of Voice Analytics.

Additional Attributes:

  • Strong verbal and written communication skills, with the ability to engage effectively with diverse audiences, including management.
  • Detail-oriented approach to work.
  • Team-oriented mindset, thriving in a collaborative environment.
  • Ability to coordinate and supervise staff while contributing individually to team objectives.
  • Capacity to perform well under pressure, managing multiple time-sensitive tasks.
  • Exceptional problem-solving skills, focusing on identifying and implementing solutions efficiently.

Benefits Overview:

  • Comprehensive medical, dental, and vision coverage, with DriveTime Family of Brands covering a significant portion of insurance premiums.
  • Additional benefits include 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 to support your professional advancement.
  • Wellness programs promoting health and well-being, including coaching and incentives.
  • Competitive compensation across the organization.
  • Access to an in-house gym to support employee wellness.
  • Regular team celebrations and events to foster a positive work culture.
  • Smart-casual dress code to promote a comfortable work environment.
  • Paid time off and holidays to ensure work-life balance.

Conclusion:

DriveTime Family of Brands is recognized as a Great Place to Work, with a high percentage of employees feeling at home within the organization. We value a diverse and inclusive workplace and are committed to finding the right individuals who align with our company culture. Expect numerous opportunities for growth in a dynamic and engaging environment.

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

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