Contact Center Support Engineer II (Bilingual Spanish)

Responsibilities

• Provides intermediate level support to business units specifically in the areas of Contact Center applications (Genesys Cloud).
• With minimal supervision, 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.
• Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools.
• 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.

Qualifications

• Intermediate knowledge of CCaaS technology and applications, Genesys Cloud is preferred.
• Intermediate knowledge of Cloud technologies, Azure and AWS.
• Intermediate knowledge of production processes and/or strategies as they pertain to contact center environments.
• Knowledge of best practices in information technology governance and regulatory landscape for financial institutions.
• Knowledge of Agile Methodology and Practices.
• Strong in the use of Microsoft Office software including strong ability to analyze data using Excel for reporting and data mining purposes.
• Strong people skills including the ability to interact with employees at all levels.
• Excellent written and oral communication skills.
• Able to meet expected delivery dates and the tasks necessary to achieve objectives.
• Must be a self-starter and able to manage the investigations function with minimal supervision.
• Experience with data visualization concepts and tools.
• Good computer skills and conversance in information technology issues.
• Intermediate programming skills: Python, Powershell, SQL, APIs preferred.
• Experience 2-4 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.

Additional Knowledge And Skills

• Working effectively within an AI enabled environment: Ability to use AI tools (e.g., Microsoft Copilot) to support daily work.
• Experience with AI assisted software development or automation.
• Knowledge of prompting techniques to improve output quality.
• Awareness of emerging GenAI capabilities and limitations.

What We Offer

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
• Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging.
• Compensation: Competitive pay and bonus eligibility.
• Work Life Balance: Hybrid work environment, 2-days a week in office.

Note

This position is not open to agency submissions.