Genesys Contact Center Support Engineer II

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 II is a mid-level position responsible for performing routine to moderately 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 II 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 intermediate level support to business units specifically in the areas of Contact Center applications

• 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.

What makes you a dream candidate?

• Intermediate knowledge of CCaaS technology and applications such as Genesys Cloud

• 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 Software Development Methodology and Practices.

Qualifications

Education and Experience:

• High School Diploma or equivalent required

• Bachelor's Degree in related field or equivalent work experience preferred

• 2-4 years of experience in designing, developing, deploying, and maintaining contact center solutions required

WORK CONDITION:

On-call work as required. After hours, weekend, and flexible schedule may be required. Limited travel may be required to support business initiatives and training.

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: Flexible hybrid work environment, 2-days a week in office

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