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Contact Solutions Engineer Senior

Company: Exeter Finance
Location: Irving
Posted on: April 10, 2021

Job Description:

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.-- Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment. Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service. Job Description Job Summary The Senior Contact Center Solutions Engineer is responsible for production support activities to our CCS applications call center platform. Additionally, the Senior Contact Center Solutions Engineer will provide and report on over-all health of each application and assist with scheduled maintenance, on-call rotation and any outage remediation that may occur. Job Duties

  • Administer daily operations of CCS application suite, which include but are not limited to the following: monitoring IVR, AOD feed, predictive dialer, workforce management and recording systems.
  • Provide platform coverage by means of after hours work and on-call rotation as needed
  • Provide level 3 support for incidents pertaining to the CCS platform
  • Architect and implement new technologies/functionalities pertaining to CCS platform
  • Administer all telephony functionality pertaining to SIP and TDM trunking
  • Adhere to and maintain a configuration management policy specific to CCS applications
  • Maintain Daily checklists to ensure all daily processes are done effectively and efficiently.
  • Administer all third party communication and coordination with both third party vendors supporting Exeter Call Centers and Vendor Management.
  • Maintain a running audit of system issues and maintenance events for each platform.
  • Other duties as assigned. Education--and Work--Experience
    • College Degree or equivalent experience in a related field, or equivalent working experience.
    • Six (6) years of experience working in the Call Center and Voice / Telephone engineering domain.
    • 6 year experience in configuration, deployment, testing, maintenance, monitoring and administering CCS applications products including--UIP, ALM, and WFM.
    • 6 year experience supporting these applications for a 500+ contact center preferred.
    • 6 year experience in support of SIP Protocol preferred.
    • Background in Telecom engineering preferred.
    • Experience in usability testing.
    • Knowledge of TCP/IP and Telephony troubleshooting. Exeter Finance LLC is an Equal Opportunity Employer. Posted 3 Days Ago Full time R2652 About Us At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to provide options that make sense, getting customers behind the wheel of their car. Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with auto dealers, or supporting the company from its corporate offices, you will enjoy a nurturing, invigorating and positive work environment. We offer individually tailored compensation packages with competitive salary and benefits, plus training and development opportunities, team member recognition and awards, and so much more. As an equal opportunity employer, we're committed to hiring talented people, including veterans and military family members, who share our commitment to deliver outstanding customer service where we value our people, performance and service by exhibiting a Culture of Excellence.

Keywords: Exeter Finance, Irving , Contact Solutions Engineer Senior, Accounting, Auditing , Irving, Texas

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