What are the responsibilities and job description for the Contact Center Support Engineer I position at GM Financial?
Overview
Why GM Financial Technology?
GM Financial is set to change the auto finance industry and is leading the path of embarking on tech modernization - we have a startup mindset, and preserve our small company culture, in a public company environment with financial stability and intense growth over a decade-plus history. We are data junkies and trust in data and insights to advance our business objectives.
We take our goal of zero emission, zero collision, zero congestion, and zero friction very seriously. We believe as an auto finance market leader we are in the driver's seat to lead us in the GM EV mission to change the world.
We are building global platforms, in LATAM, Europe, China, U.S. and Canada - and we are looking to grow our high-performing team. GMF is comprised of over 10,000 team members globally. Join our fintech culture within a Blue-Chip company where we are changing the way we use technology to support our customers, dealers and business.
Responsibilities
About The Role:
Under general direction, the Contact Center Engineer I is an entry-level position responsible for performing routine 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 I works directly with engineers or end users to identify system/application issues. This team member has potential to interact with all levels of leadership, technical teams, and external vendors.
What makes you a dream candidate?
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: Flexible hybrid work environment, 2-days a week in office
Why GM Financial Technology?
GM Financial is set to change the auto finance industry and is leading the path of embarking on tech modernization - we have a startup mindset, and preserve our small company culture, in a public company environment with financial stability and intense growth over a decade-plus history. We are data junkies and trust in data and insights to advance our business objectives.
We take our goal of zero emission, zero collision, zero congestion, and zero friction very seriously. We believe as an auto finance market leader we are in the driver's seat to lead us in the GM EV mission to change the world.
We are building global platforms, in LATAM, Europe, China, U.S. and Canada - and we are looking to grow our high-performing team. GMF is comprised of over 10,000 team members globally. Join our fintech culture within a Blue-Chip company where we are changing the way we use technology to support our customers, dealers and business.
Responsibilities
About The Role:
Under general direction, the Contact Center Engineer I is an entry-level position responsible for performing routine 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 I works directly with engineers or end users to identify system/application issues. This team member has potential to interact with all levels of leadership, technical teams, and external vendors.
- Provides basic level support to business units specifically in the areas of Contact Center applications
- With 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
- Maintain technical documentation related to the contact center solutions, utilizing knowledge management tools
- Adhere to and promote compliance to all GMF policies and procedures
- Promote a cooperative and productive work environment
- Analytical skills necessary for research and problem resolution
What makes you a dream candidate?
- Basic knowledge of CCaaS technology and applications
- Basic knowledge of production processes and/or strategies as they pertain to contact center environments
- Knowledge of Agile Software Development Methodology and Practices
- 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
- Excellent oral and written communication skills relating to support and problem resolution
- Works well and develops effective relationships with diverse personalities
- High School Diploma or equivalent required
- Experience in an IT environment preferred
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: Flexible hybrid work environment, 2-days a week in office
