Sr Contact Center Support Engineer

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.

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.

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

Advanced knowledge of CCaaS technology and applications

Advanced knowledge of production processes and/or strategies at 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

Works well and develops effective relationships with diverse personalities

7-10 years of experience in designing, developing, deploying, and maintaining contact center solutions required

2-4 years Experience with leading engineering efforts on large scale projects preferred

High School Diploma or equivalent required

Bachelor’s Degree in related field or equivalent experience preferred