54 applicants

Company

DriveTime · 3 days ago

Omnichannel Services (Telecom) Engineer - Remote

Remote, US

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Responsible for the implementation and support of various telephony and omnichannel related technologies and applications.

Providing subject matter expertise on specific technologies within the Omnichannel portfolio.

Participating in the deployment of projects and internal initiatives.

Acting as tier two support for internal customers.

Troubleshooting user issues and completing user requests.

Managing the day-to-day ticket queue as needed and analyzing request and incident reports to identify trends.

Supporting OCS teammates during service interruptions by managing vendors and communicating status to the management team.

Responsible for cloud system administration, including troubleshooting, maintenance, and management.

Supporting the identification and collection of metrics and performance reporting processes.

Coordinating with cross-functional teams and vendors to execute system patches, upgrades, and scheduled maintenance.

Being a technical resource for supporting and troubleshooting vendor products/solutions.

Partnering with multiple lines of business to provide support, guidance, and updates on call center activities.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Telephony TechnologiesOmnichannel TechnologiesCloud Contact CenterIVRACD Call RoutingOutbound Campaign DialerCall RecordingContact Center ReportingSBCVoIP/SIP EndpointsSIP/VoIP Networking ArchitectureNetwork Performance ManagementIncident ManagementCall Center OperationsWireSharkExtraHop

Required

2 to 3 years relevant work experience in Incident Management

Bachelor’s Degree or any equivalent combination of education, training and/or work experience

In depth understanding of call center acumen, operations, strategy and business practices

On call, after hours and/or weekend work as required

Must be able to travel locally on occasion

Excellent verbal and written communication skills

A mind for the details

Plays well with others

Collaborative contributor

Works well in a time crunch

Fantastic problem solver

Preferred

Cloud Contact Center – Genesys CX

IVR (Interactive Voice Response) – Genesys CX

ACD (Automatic Call Distribution) Call Routing – Inbound and Outbound Voice – Genesys CX

Outbound Campaign Dialer – Genesys CX

Call Recording and Analytics – Genesys CX

Contact Center Reporting – Genesys CX

SBC (Session Border Controller) – Oracle Acme Packet

VoIP/SIP Endpoints – Polycom

Network Performance Management Technologies: WireShark, ExtraHop

Benefits

Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.

401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.

Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.

Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.

Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!

In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!

Give Us a Reason (or not), and We’ll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other’s company outside of day-to-day work.

Smart-Casual Dress. Come dressed in jeans (you’ll fit right in with the rest of us).

Paid Time Off & Paid Holidays. Not just lip service: we work hard, to play hard.