Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful.

• We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.

• We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.

• And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:

Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.

Relentless Curiosity. We seek to understand and improve our customers’ experience.

Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.

Fearless Ownership. We deliver what we promise and learn along the way.

OPENLANE is hiring a Systems Engineer on the Realtime Communications Team which is directly responsible for rapid design, testing, deployment, and support of Contact Center and Telephony solutions for OPENLANE employees and customers. A Systems Engineer at OPENLANE strives to promote simplicity and improve customer experience by developing solutions that drive business value through voice, video, and text/chat channels.

About the Job

OPENLANE IT Realtime team strives to enhance our Customer Experience (CX) by modernizing the technology platforms to provide an enhanced and consistent experience for OPENLANE contact center agents and sales teams. We believe happy employees lead to happy customers, so we are building a modern and flexible solution. Inbound, outbound, automation, IVR programming—we do it all for our OPENLANE brands with the goal of making wholesale easy for our customers.

Here are some of the things this team has accomplished recently.

• Migrated all Auction, Branch, and corporate locations to Zoom Phone and SIP integrated them with the Contact Center for simple escalation workflow

• Migrated all major contact centers from various legacy platforms to Five9 Cloud Contact Center and delivering modern features to the customer supports teams such as omnichannel, CRM integration, and enhanced integrations

• Integrated Call Center operations into Salesforce and ServiceNow

• SMS enabled our support and sales teams

• Implemented Webchat on dealer facing sales and support platforms

• Developed API integration within IVR scripts to gather customer information and improve call routing and agent readiness

What we are looking for

We’re looking for passionate business technology professionals who want to drive our commitment to CX transformation. We like problem solvers and you’ll be surrounded by a great team of engineers aligned to both our internal agents and dealer customers. We need balanced engineers who can assess business need, develop requirements, and then execute on development, testing, and go-live tasks. We want to expand our solution with AI/ML for self-service and agent assist features. Experience with Google Dialog Flow, CCAPI, or similar platforms is a plus along with dialer list management and Salesforce experience. Candidates should be familiar with API integration including REST and SOAP as we intend to “Automate Everything” along the way.

Key Focus Areas

• Consult with business stakeholders on customer service best practices, helping to realize our business vision by using the Contact Center and Telephony technologies.

• Deliver business value by engineering new features in key product areas

  • Inbound and Outbound campaigns

  • Integrating Contact Center with Back Office and field experts

  • Omnichannel routing for Text and Chat

  • IVR development and customization through API

  • CRM Integration with Salesforce

  • Self-Service and Agent Assist

• Initiatives that include technology refreshes, new locations, acquisitions, or deploying net new technologies across the enterprise

• Integrating communication platforms to promote collaboration between Contact Center and field experts

• Design highly reliable solutions built to scale

Responsibilities

• Work with product team to break down prioritized features into deliverables

• Continuously develop and improve features that produce value and reduce technical debt

• Automation for routine tasks through scripting or software development

• Develop technical and design documentation

• Promote knowledge sharing across your peers and product teams

• Provide escalation for issues and bugs that arise

• Partner with other KAR IT and Business teams

• Participate on regular on-call rotation

• Work after hours and weekends as required by the business and change process

Minimum Qualifications

• Bachelor’s degree or equivalent work experience

• Expertise multiple key focus areas

• Proficiency with one or more common languages (e.g. python, PowerShell, JavaScript) and strong desire to learn and automate

• Contact Center experience in IVR scripting, omnichannel routing, reporting, and CRM integration

Other Qualifications

• Experience with Agile and continuous delivery framework preferred

• Strong written and verbal communication skills with the ability to effectively interact with all stakeholders, as well as relay complex technical concepts to a non-technical audience, including senior leadership

• Ability to adapt to the changing needs of the business while meeting deadlines

• Experience with Salesforce lightning and Flows

What We Offer:

• Competitive pay

• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)

• Immediately vested 401K (US) or RRSP (Canada) with company match

• Paid Vacation, Personal, and Sick Time

• Paid maternity and paternity leave (US)

• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)

• Robust Employee Assistance Program

• Employer paid Leap into Service Day to volunteer

• Tuition Reimbursement for eligible programs

• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization

• Company culture of internal promotions, diverse career paths, and rapid advancement

Sound like a match? Apply Now - We can't wait to hear from you!