Contact Center Support Engineer II (Bilingual Spanish)

JOB DESCRIPTION

Why GM Financial Technology

Innovation isn't just a talking point at GM Financial, it's how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We're committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

RESPONSIBILITIES

About the role

The Contact Center Engineer II is a mid-level position responsible for performing routine to moderately complex maintenance, support, and development of contact center systems at local and cloud-based sites. This team member works in conjunction with other technical teams, business units, and digital teams during modification, troubleshooting, or repair of cloud-based application systems. The Contact Center Engineer II works directly with engineers or end users to identify system/application issues. This team member has potential to interact with all levels of leadership, technical teams, and external.

In this role you will:

• Provides intermediate level support to business units specifically in the areas of Contact Center applications (Genesys Cloud)
• With minimal supervision, coordinate with vendors regarding maintenance, modification, and implementation relating to contact center applications
• Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis to identify opportunities to improve the customer engagement solution as well as monitoring and alerting
• Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures
• Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools
• Research, evaluate, and recommend enhancements and solutions
• Adhere to and promote compliance to all GMF policies and procedures
• Promote a cooperative and productive work environment

• Intermediate knowledge of CCaaS technology and applications, Genesys Cloud is preferred
• Intermediate knowledge of Cloud technologies, Azure and AWS
• Intermediate knowledge of production processes and/or strategies as they pertain to contact center environments
• Knowledge of best practices in information technology governance and regulatory landscape for financial institutions
• Knowledge of Agile Methodology and Practices
• Strong in the use of Microsoft Office software including strong ability to analyze data using Excel for reporting and data mining purposes
• Strong people skills including the ability to interact with employees at all levels
• Excellent written and oral communication skills
• Ability to meet expected delivery dates and the tasks necessary to achieve objectives
• Must be a self-starter and able to manage the investigations function with minimal supervision
• Experience with data visualization concepts and tools
• Good computer skills and conversance in information technology issues
• Intermediate programming skills: Python, Powershell, SQL, APIs preferred

• 2-4 years of experience in designing, developing, deploying, and maintaining contact center solutions required
• High School Diploma or equivalent required
• Bachelor's Degree in related field or equivalent work experience preferred

• Working effectively within an AI enabled environment:
• Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
• Skills in evaluating AI outputs for accuracy, compliance, and bias
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

• Experience with AI assisted software development or automation
• Knowledge of prompting techniques to improve output quality
• Awareness of emerging GenAI capabilities and limitations