Senior Contact Center Support Engineer

GM Financial

. Perform routine to complex maintenance, support, and development on contact center systems at local and cloud-based sites .

Posted 9/24/2026full-timeArlington • Texas • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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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 practices, with strong analytical skills for problem resolution and a security-first mindset.

Highest-signal resume keywords

CCaaS TechnologyContact Center DesignAgile Software DevelopmentTechnical DocumentationProblem Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cloud-Native TechnologiesAPI-First ArchitecturesCall Center SupportIntegrations Best PracticesRisk Management ProcessesMonitoring and Alerting SolutionsTroubleshooting Technical IssuesRoot Cause AnalysisProduction ProcessesDevOps Principles

Soft Skills

Excellent Communication SkillsTeam CollaborationRelationship DevelopmentAnalytical SkillsCooperative Work Environment

Tools & Technologies

Knowledge Management ToolsCloud-Based Application SystemsDigital Engagement SolutionsVendor Coordination ToolsTechnical Assistance Platforms

Industry Keywords

Information Technology GovernanceRegulatory LandscapeFinancial InstitutionsCustomer Engagement SolutionsEscalation Processes

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Perform routine to complex maintenance, support, and development on contact center systems at local and cloud-based sites
Work with technical teams, business units, and digital teams on modification, troubleshooting, and repair of cloud-based application systems
Identify system and application issues and provide technical assistance or guidance to less experienced engineers
Provide expert-level support to business units for contact center applications
Coordinate with vendors on maintenance, modification, and implementation of contact center applications
Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis
Identify opportunities to improve customer engagement solutions, monitoring, and alerting
Design, develop, and implement technical solutions using cloud-native technologies, chatbots, and API-first architectures
Maintain technical documentation using knowledge management tools
Apply escalation and risk management processes and procedures
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 information technology governance best practices and the regulatory landscape for financial institutions
Knowledge of Agile Software Development Methodology and Practices
Strong analytical skills for research and problem resolution
Ability to work in a fast-paced environment and prioritize tasks using Agile methodology and DevOps principles
Strong security-first mindset
Excellent oral and written communication skills relating to support and problem resolution
Ability to provide technical assistance and guidance to less experienced engineers
Ability to work as part of a team and develop effective relationships with diverse personalities
7–10 years of experience designing, developing, deploying, and maintaining contact center solutions required
2–4 years of experience leading engineering efforts on large-scale projects preferred
High School Diploma or equivalent required
Bachelor’s Degree in a related field or equivalent experience preferred
Unable to consider candidates who require visa sponsorship for this position

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
Innovative ideas, professional development, and a sense of community and belonging