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.

• 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

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