General Motors

Sr Contact Center Support Engineer

General Motors$90K — $120K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 7-10 years in designing, developing, and maintaining contact center solutions.
  • 2-4 years leading engineering efforts on large scale projects preferred.
  • Advanced knowledge of CCaaS technology and applications.
  • Strong analytical skills for research and problem resolution.
  • Knowledge of Agile and DevOps methodologies and practices.

Responsibilities

  • Provide expert support for Contact Center applications to business units.
  • Coordinate with vendors for maintenance and modification of applications.
  • Collaborate with development teams to troubleshoot issues and analyze root causes.
  • Design, develop, and implement solutions using cloud-native technologies and APIs.
  • Maintain technical documentation using knowledge management tools.
  • Research and recommend enhancements for contact center solutions.

Benefits

  • Comprehensive health and wellness programs.
  • Opportunities for professional development and training.
  • Flexible work environment options.
  • Collaborative team culture that promotes diversity.
  • Exposure to cutting-edge technologies and innovative solutions.
Full Job Description
Job Description

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.

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
  • 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


Qualifications

Knowledge and Skills
  • 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

Work Experience
  • 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


Education
  • High School Diploma or equivalent required
  • Bachelor's Degree in related field or equivalent experience preferred

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

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Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Motors. Embark on a journey of growth, innovation, and leadership at General Motors. Shape your future in an environment that fosters diversity, learning, and the pursuit of excellence. Join us and redefine the roads of tomorrow.
Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ

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