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Company

DriveTime · 12 hours ago

Omnichannel Services (Telecom) Engineer - Remote

Tempe, AZ

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.

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

Participate in the deployment of projects and internal initiatives.

Act as tier two support for internal customers.

Troubleshoot user issues and complete user requests.

Manage the day-to-day ticket queue as needed.

Analyze request and incident reports to identify trends.

Assist with the day-to-day management of the environment to maintain service level up times and availability.

Support 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.

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

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

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

Partner 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 TechnologiesGenesys CXCloud Contact CenterIVRACD Call RoutingOutbound Campaign DialerCall RecordingContact Center ReportingOracle Acme PacketVoIP/SIP EndpointsSIP/VoIP Networking ArchitectureWireSharkExtraHopIncident ManagementCall Center Acumen

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 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.

SBC (Session Border Controller) - Oracle Acme Packet Preferred

VoIP/SIP Endpoints - Polycom preferred.

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!

Gratitude is Green. We offer competitive pay across the organization, because, well money matters!

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.