Sr Contact Center Support Engineer

Why GMF 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.

This position will be posted until filled. 

About the role:

The Senior Contact Center Support Engineer is an expert-level position responsible for performing routine to complex maintenance, support, and development on 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 Senior Contact Center Support Engineer works directly with engineers or end users to identify system/application issues and provide technical assistance or guidance to less experienced engineers. This team member has potential to interact with all levels of leadership, technical teams, and external vendors.

In this role you will:

• 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
• Design, 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
• Experience with escalation and risk management processes and procedures
• 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