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Contact Center Support Engineer III
GM Financial. Perform routine to complex maintenance, support, and development of contact center systems at local and cloud-based sites .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced knowledge of CCaaS technology and applications, along with expertise in designing, developing, and maintaining contact center solutions. Proficient in Agile Software Development Methodology and DevOps principles, with strong analytical and communication skills to support technical assistance and problem resolution.
Highest-signal resume keywords
CCaaS TechnologyContact Center DesignAgile Software DevelopmentAnalytical SkillsTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Cloud-Native TechnologiesAPI-First ArchitecturesCall Center IntegrationsProduction ProcessesRoot Cause AnalysisTroubleshootingTechnical AssistanceBest PracticesProofs of ConceptCompliance
Soft Skills
Excellent CommunicationInterpersonal SkillsTeam CollaborationProblem ResolutionCustomer Engagement
Tools & Technologies
Knowledge Management ToolsCloud-Based ApplicationsChatbotsMonitoring SolutionsAlerting Systems
Industry Keywords
Information Technology GovernanceRegulatory LandscapeFinancial InstitutionsAgile MethodologyDevOps Principles
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Perform routine to complex maintenance, support, and development of contact center systems at local and cloud-based sites
- Work with technical teams, business units, and Digital teams during modification, troubleshooting, or repair of cloud-based application systems
- Identify system/application issues and provide technical assistance to engineers and end users
- Provide expert-level support to business units for contact center applications
- Coordinate with vendors regarding maintenance, modification, and implementation of contact center applications
- Collaborate with development teams and leadership to troubleshoot technical issues and conduct root cause analysis
- Improve customer engagement solutions, monitoring, and alerting
- Develop and implement solutions using cloud-native technologies, chatbots, and API-first architectures
- Evaluate existing designs, research new technologies, and provide technical recommendations
- Propose best practices and solutions for complex issues to program leadership and business stakeholders
- Maintain technical documentation using knowledge management tools
- Conduct proofs of concept for new capabilities and solutions
- Research, evaluate, and recommend enhancements and solutions
- Promote compliance with GMF policies and procedures
- Promote a cooperative and productive work environment
Requirements
What you’ll need- 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
- Ability to work as part of a team to achieve company goals
- Ability to develop effective relationships with diverse personalities
- 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
- Candidates requiring visa sponsorship cannot be considered
- This position is not open to agency submissions
Benefits
Comp & perks- 401K matching
- Bonding leave for new parents: 12 weeks, 100% paid
- Tuition assistance
- Training
- GM employee auto discount
- Community service pay
- Nine company holidays
- Bonus eligibility
- Hybrid work environment