Contact Center Support Engineer II (Bilingual Spanish)

GM Financial•Arlington, TX

2d•Hybrid

About The Position

GM Financial is seeking a Contact Center Support Engineer II to join their Technology Innovation team. This mid-level role focuses on the maintenance, support, and development of contact center systems, both local and cloud-based. The engineer will collaborate with various technical and business teams to troubleshoot, modify, and repair systems, identify issues, and implement solutions. The position involves working with cloud-native technologies, chatbots, and API-first architectures, as well as maintaining technical documentation and researching potential enhancements. Adherence to company policies and procedures is expected, along with promoting a positive work environment.

Requirements

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
Ability 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
2-4 years of experience in designing, developing, deploying, and maintaining contact center solutions required
High School Diploma or equivalent required
Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
Skills in evaluating AI outputs for accuracy, compliance, and bias
Experience integrating AI into workflows to improve efficiency or insights
Familiarity with AI assisted research, summarization, and content generation
Understanding of responsible AI use, including ethics and data protection

Nice To Haves

Bachelor’s Degree in related field or equivalent work experience preferred
Experience with AI assisted software development or automation
Knowledge of prompting techniques to improve output quality
Awareness of emerging GenAI capabilities and limitations

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 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
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