Contact Center Support Engineer II (Bilingual Spanish)

Responsibilities

• On-Call Rotation: Availability for a 7-week rotating on-call schedule with remote work during assigned week.
• Support Business Units: Provides intermediate level support to business units in areas of Contact Center applications (Genesys Cloud).
• Vendor Coordination: Coordinate with vendors for maintenance, modifications, and implementations of contact center applications.
• Collaboration and Troubleshooting: Collaborate with development teams and leadership to troubleshoot technical issues and participate in root cause analysis.
• Technical Solutions Development: Develop and implement technical solutions to improve contact center solutions using cloud-native technologies, chatbots, and API-first architectures.
• Documentation Maintenance: Maintain technical documentation related to contact center solutions using knowledge management tools.
• Enhancement Research: Research, evaluate, and recommend enhancements and solutions.
• Promote Compliance: Adhere to and promote compliance to all GMF policies and procedures.
• Work Environment: Promote a cooperative and productive work environment.

Qualifications

• Intermediate knowledge of CCaaS technology and applications, Genesys Cloud 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.
• Intermediate programming skills: Python, Powershell, SQL, APIs preferred.
• Experience with data visualization concepts and tools.
• Experience with AI tools (e.g., Microsoft Copilot) to support daily work.
• Experience integrating AI into workflows to improve efficiency or insights.
• Familiarity with AI assisted research, summarization, and content generation.
• Experience with AI assisted software development or automation.
• Awareness of emerging GenAI capabilities and limitations.
• Experience with prompting techniques to improve output quality.
• Experience with responsible AI use, including ethics and data protection.

What We Offer

• Generous benefits package including 401K matching, bonding leave for new parents, tuition assistance, training, GM employee auto discount, community service pay, and nine company holidays.
• Hybrid work environment with 2 days a week in the office.