Contact Center Engineer - Remote

DriveTime•Tempe, AZ

1d•Remote

About The Position

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? This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time. In short, as an Engineer for Omnichannel Services (OCS), you will be responsible for the implementation and support of various telephony and omnichannel related technologies and applications. Your role will include providing subject matter expertise on specific technologies within the Omnichannel portfolio, as well as participating in the deployment of projects and internal initiatives. You will also act as tier two support for internal customers In long, our Omnichannel Services Engineer is responsible for:

Requirements

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.
3+ years experience in Omnichannel Services Engineering
Bachelor’s Degree in Information Technology or related field or equivalent work experience
On call, after hours and/or weekend work as required
Must be able to travel locally on occasion

Nice To Haves

Experience with Genesys CX is preferred
In depth understanding of call center acumen, operations, strategy and business practices

Responsibilities

Design, implementation, and deployment of Omnichannel communication solutions. You will work on project-based initiatives to configure and deploy new capabilities across the contact center ecosystem including voice, messaging, digital channels, and automation platforms. This includes building call flows, integrations, routing strategies, and platform configurations that support business requirements and customer experience objectives.
Leading technical execution of platform enhancements and new feature adoption. You will collaborate with internal stakeholders and vendors to implement new functionality across the OCS technology stack. This includes translating business needs into technical solutions, performing system configuration, validating functionality through testing, and supporting successful deployment of new capabilities.
Building and maintaining integrations between contact center platforms and enterprise systems. You will design and implement integrations using APIs, data actions, and middleware to enable communication between systems such as CRM platforms, customer data sources, automation tools, and vendor services. This work supports automation, improved agent workflows, and enhanced customer experiences.
Participating in cross-functional projects that expand or improve customer communication capabilities. You will partner with engineering teams, product owners, and lines of business to deliver projects that introduce new channels, optimize routing strategies, implement automation, and improve overall contact center performance.
Providing technical expertise during solution design and project planning. You will evaluate new technologies, recommend architecture approaches, and help guide technical decisions related to the Omnichannel Services platform portfolio.
Supporting production systems through targeted troubleshooting and optimization when necessary. While the role is primarily focused on implementation and project work, you will assist in diagnosing complex system issues, optimizing platform performance, and ensuring the reliability of deployed solutions.
Documenting system architecture, configurations, and implementation processes. You will contribute to internal documentation and knowledge sharing to ensure that new capabilities, integrations, and workflows are clearly understood and maintainable by the team.