Contact Center Support Engineer III

We need to output HTML fragment with sections: About the role (maybe heading "About the role"), Responsibilities, Qualifications, Benefits (if present), Pay (if present), Schedule (if present). Must not repeat job title. Must not include Job ID etc. Must remove boilerplate like "This position will be posted until filled." etc. Also remove "NOTE: We are unable to consider candidates who require visa sponsorship for this position" and "This position is not open to agency submissions #GMFJobs". Also remove "Work Experience & Education" maybe part of Qualifications? We need to preserve substantive info. Let's parse content. Job Description includes: Why GMF Technology? (intro paragraph). Then "Responsibilities About the role: ..." Actually the text: "Responsibilities About the role: The Contact Center Engineer III is an advanced-level position responsible for performing routine to complex maintenance, support, and development of 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 Contact Center Engineer III works directly with other engineers or end users to identify system/application issues and provides technical assistance or In This Role You Will 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.Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures.Evaluate existing design, research new technologies and provide technical recommendations that either solve current technical problems or gaps, improve operational efficiencies, or enable the business as part of Agile product management.Propose best practices and provide solutions for complex issues to Program Leadership and Business Stakeholders to enhance their business operations.Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools.Conduct proof of concepts for new capabilities/solutionsResearch, evaluate, and recommend enhancements and solutions.Adhere to and promote compliance to all GMF policies and procedures.Promote a cooperative and productive work environment." So responsibilities list is after "In This Role You Will". We'll treat as bullet list. Then "Qualifications What makes you an ideal candidate? Advanced knowledge of CCaaS technology and applicationsAdvanced 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.Work as part of a team to achieve company goals.Works well and develops effective relationships with diverse personalities." Then "Work Experience & Education 4-6 years of experience in designing, developing, deploying, and maintaining contact center solutions. RequiredHigh School Diploma or equivalent RequiredBachelor’s Degree in related field or equivalent work experience Preferred". This is part of qualifications. Then "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. Here we do more than work — we thrive. Compensation: Competitive pay and bonus eligibility. Work Life Balance: Hybrid work environment, 2-days a week in office." Thus we have Benefits (list), Pay (Competitive pay and bonus eligibility), Schedule (Hybrid work environment, 2-days a week in office). Also maybe "Our Culture" could be omitted as not a required heading; but we could include as part of Benefits? Not needed. The instruction: include a section ONLY when posting has real, specific content for it. Benefits: yes. Pay: yes (Competitive pay and bonus eligibility). Schedule: yes (Hybrid work environment, 2-days a week in office). Also maybe "Our Culture" not a standard heading; we can ignore. We must not include filler like "commensurate with experience". Not present. We must not repeat job title as heading. So we will not include heading for job title. We need to output HTML fragment only, no /. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we need to map content: "About the role" maybe we have an introductory paragraph about role? The "About the role" heading could contain the paragraph describing the role (the first paragraph after "Responsibilities About the role:" maybe). Actually the text includes "Responsibilities About the role: The Contact Center Engineer III is an advanced-level position ...". That seems like a description of the role. We could put that under

About the role

as a

. Then Responsibilities heading with

• list of duties. Qualifications heading with
  • list of qualifications (including experience and education). Could also split into Requirements? But we can just use Qualifications. Benefits heading with
    • list. Pay heading with

      maybe. Schedule heading with

      . We must not include sections with filler. Ensure we don't create empty sections. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include each bullet point exactly as in text, maybe split by periods. Let's extract responsibilities bullets: From "In This Role You Will" list: - 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. - Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures. - Evaluate existing design, research new technologies and provide technical recommendations that either solve current technical problems or gaps, improve operational efficiencies, or enable the business as part of Agile product management. - Propose best practices and provide solutions for complex issues to Program Leadership and Business Stakeholders to enhance their business operations. - Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools. - Conduct proof of concepts for new capabilities/solutions - 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. Note some bullets missing verb agreement; but we keep as is. Now qualifications bullets: - 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. - Work as part of a team to achieve company goals. - Works well and develops effective relationships with diverse personalities. Then Work Experience & Education: - 4-6 years of experience in designing, developing, deploying, and maintaining contact center solutions. - High School Diploma or equivalent (Required) - Bachelor’s Degree in related field or equivalent work experience (Preferred) We could incorporate these under Qualifications as bullets. Now Benefits: - 401K matching - bonding leave for new parents (12 weeks, 100% paid) - tuition assistance - training - GM employee auto discount - community service pay - nine company holidays Pay: - Competitive pay and bonus eligibility. Schedule: - Hybrid work environment, 2-days a week in office. Now About the role paragraph: The description: "The Contact Center Engineer III is an advanced-level position responsible for performing routine to complex maintenance, support, and development of 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 Contact Center Engineer III works directly with other engineers or end users to identify system/application issues and provides technical assistance or". The sentence ends abruptly "provides technical assistance or". Probably incomplete due to formatting. We'll keep as is. We need to output HTML:

      About the role

      The Contact Center Engineer III is an advanced-level position responsible for performing routine to complex maintenance, support, and development of 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 Contact Center Engineer III works directly with other engineers or end users to identify system/application issues and provides technical assistance or

      Responsibilities

      • 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.
      • Develop and implement technical solutions to improve contact center solutions, utilizing cloud-native technologies, chatbots, and API-first architectures.
      • Evaluate existing design, research new technologies and provide technical recommendations that either solve current technical problems or gaps, improve operational efficiencies, or enable the business as part of Agile product management.
      • Propose best practices and provide solutions for complex issues to Program Leadership and Business Stakeholders to enhance their business operations.
      • Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools.
      • Conduct proof of concepts for new capabilities/solutions
      • 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

      • 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.
      • Work as part of a team to achieve company goals.
      • Works well and develops effective relationships with diverse personalities.
      • 4-6 years of experience in designing, developing, deploying, and maintaining contact center solutions.
      • High School Diploma or equivalent (