Job Description

DriveTime Needs a Genesys Voice Engineer

Headquartered in Tempe, Arizona, DriveTime is the largest privately owned used car sales and finance company in the country (yes, we are THAT good)! With more than 130 dealerships, 3 operations centers and 15 reconditioning centers across the nation, our 4,000+ employees are focused on getting the right customer in the right car, at the right terms. With over 25 years of industry experience, and our dedication to streamlining the purchase process, we're redefining what it means to buy and finance a used car.

As focused as we are on our customer, we take that same focus on finding the right talent for the right opportunities within our organization. All across the nation, from our Home Office and operations centers to our retail locations and reconditioning centers, we are looking for talented individuals like yourself to join our ever-growing team!

That’s Nice, But What’s the Job?

In short, as a Genesys Voice Engineer, you will design, configure, implement and support Telecom related applications and technologies for corporate, retail and contact center locations. Telecom portfolio includes the following technologies: ACD, PBX, IVR, CTI, Dialer, Omni-Channel, Call Recording, SBC, VoIP/SIP Endpoints, Faxing and SIP Network Architecture. Provide subject matter expertise around specific technologies within this portfolio.  Provide project lead oversight for the deployment of Telecom projects and internal initiatives.  Act as primary vendor interface and tier three support.

In long, as a Genesys Voice Engineer, your responsibilities may include:

  • On-premise and cloud system administration and configuration, consulting and solutioning for contact center, including troubleshooting, maintenance and management
  • Supports day-to-day operations, including resolution of individual user issues and requests.
  • Ensure communication of process and procedure changes to key stakeholders
  • Coordinate with cross functional teams and/or vendors to execute system patches, upgrades, and scheduled maintenance
  • Technical resource for support and troubleshooting vendor products/solutions
  • Serves as a fully seasoned/proficient technical resource.
  • Establish working relationships with technical, business and sourcing counterparts
  • Participate in process improvement initiatives, when applicable
  • Willingness and ability to learn, and adapt to rapid change

So What Kind of Folks Are We Looking for?

 DriveTime is currently looking for a knowledgeable and motivated Genesys Voice Engineer to join our team in Mesa, AZ. This is an exciting opportunity with a great deal of growth potential. The ideal candidate will have 3 - 7+ years of experience working in a similar role. In addition to overall work experience we are looking for someone with the following attributes/abilities:

 Ideal Qualifications

  • Telecom technologies: A minimum of 3 years relevant work experience (See Below)
  • A minimum of 3 years specific to Contact Center Technologies
  • A minimum of 1 year of SIP and SBC support required
  • CCaaS cloud technology experience is required

 Desired

  • Bachelor’s Degree or any equivalent combination of education, training and/or work experience
  • Excellent written and verbal communication skills
  • In depth understanding of call center acumen, operations, strategy and business practices
  • Works with minimal supervision
  • Exhibits strong customer service skills
  • On call, after hours and/or weekend work as required
  • Must be able to travel locally on occasion

Relevant Technical Skills

 The Contact Center 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 a Telecom Engineer MAY be required to demonstrate over the course of this role.

 Areas of Acumen:

  • Genesys Cloud
  • PBX (Private Branch Exchange)
  • IVR (Interactive Voice Response)
  • CTI (Computer Telephony Integration)
  • ACD (Automatic Call Distribution) Call Routing/CCaaS - Inbound and Outbound Voice
  • Omni-Channel Routing - Web Chat, Email, SMS, Asynchronous Messaging, Social Media - Genesys Cloud (aka Genesys CX) Preferred
  • Outbound Campaign Dialer
  • Call Recording and Analytics
  • Contact Center Reporting
  • SBC (Session Border Controller) - Oracle Acme Packet Preferred
  • Voicemail
  • Call Analytics
  • VoIP/SIP Endpoints
  • Circuit and Tollfree Number Routing - Twilio Desired
  • Fax Server Technologies
  • SIP/VoIP Networking Architecture
  • AWS (Amazon Web Services)
  • Database - SQL
  • OS - MS Windows, Red Hat Linux
  • Network Performance Management Technologies: WireShark, ExtraHop, Prognosis

Anything Else?  Absolutely.

DriveTime was awarded Top Companies to Work for in AZ by AZCentral.com for our great culture and one of the Best Places to Work in IT as awarded by PBJ.  Essentially we offer a creative, transparent and fun environment since, well, we work here too.  DriveTime was also voted the Fastest-Growing Private Companies by Inc 5000, and we aren’t slowing down anytime soon!

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!

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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