Contact Center Support Engineer III

JOB DESCRIPTION

Why GM Financial Technology?

GM Financial is set to change the auto finance industry and is leading the path of embarking on tech modernization - we have a startup mindset, and preserve our small company culture, in a public company environment with financial stability and intense growth over a decade-plus history. We are data junkies and trust in data and insights to advance our business objectives.

We take our goal of zero emission, zero collision, zero congestion, and zero friction very seriously. We believe as an auto finance market leader we are in the driver's seat to lead us in the GM EV mission to change the world.

We are building global platforms, in LATAM, Europe, China, U.S. and Canada - and we are looking to grow our high-performing team. GMF is comprised of over 10,000 team members globally. Join our fintech culture within a Blue-Chip company where we are changing the way we use technology to support our customers, dealers and business.

• Provides expert level support to business units specifically in the areas of Contact Center applications.
• 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.
• Evaluate existing design, research new technologies and provide technical recommendations that either solve current technical problems or gaps, improve operational efficiencies, or enable the business as part of Agile product management.
• Propose best practices and provide solutions for complex issues to Program Leadership and Business Stakeholders to enhance their business operations.
  Maintain technical documentation related to contact center solutions, utilizing knowledge management tools.
• Conduct proof of concepts for new capabilities/solutions
• 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.

• Advanced knowledge of CCaaS technology and applications
• Advanced knowledge of production processes and/or strategies as they pertain to contact center environments.
• Advanced experience with call center design, development and support including integrations and best practices.
• Knowledge of best practices in information technology governance and regulatory landscape for financial institutions.
• Knowledge of Agile Software Development Methodology and Practices.
• Strong analytical skills necessary for research and problem resolution.
• Ability to work in a fast-paced environment and prioritize tasks, utilizing Agile methodology and DevOps principles.
• Strong security first mindset.
• Excellent oral and written communication skills relating to support and problem resolution.
• Interpersonal skills necessary to provide technical assistance and guidance to less experienced engineers.
• Work as part of a team to achieve company goals, and cross collaborate to develop effective relationships.

• 4-6 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