Omnichannel Services Engineer - REMOTE

What's Under the Hood
DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.
The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.
That's Nice, But What's the Job?
DriveTime Needs an OCS Engineer
Responsibilities

• Implementation and support of various telephony and omnichannel related technologies and applications.
• Participate in the deployment of projects and internal initiatives.
• Act as tier two support for internal customers.
• Troubleshoot user issues and completing user requests.
• Manage the day-to-day ticket queue as needed and analyze request and incident reports to identify trends and be a supporting role on team projects.
• 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.
• Serve as 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.

Relevant Technical Skills:
The OCS Engineer is NOT expected to know all of the skills at any given point in their career. The critical skills will depend on his/her current level and specific responsibilities within IT organization. Instead, this list includes typical skills that an Engineer MAY be required to demonstrate over the course of this role.
Telephony/Omnichannel Technologies:

• Ticket queue management
• 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.
• Circuit and Tollfree Number Routing
• SIP/VoIP Networking Architecture
• Network Performance Management Technologies: WireShark, ExtraHop
• Various software and IT skills

So, What Kind of Folks Are We Looking for?
The Specifics

• Incident Management: 2 to 3 years relevant work experience
• 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

Additional Qualifications/Traits

• Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
• A mind for the details. Okay we know "detail-oriented" is on about every job description - but we really mean it!
• Plays well with others. You will be working in a high-functioning team environment. We work together in order to win together.
• Collaborative contributor. You need the ability to coordinate and supervise staff while remaining an individual contributor to the team.
• Works well in a time crunch. There will be multiple time sensitive requirements and you'll need the ability to meet deliverable due dates.
• Fantastic problem solver. Your job is not only to find the problem, but more importantly, find the solution. You work well and expediently under pressure.

So What About the Perks? Perks matter

• 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.
• But Wait, There's More. 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.

Anything Else? Absolutely.
DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers (okay, we'll stop there)!
Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.
And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!