• Engineer (Aspect UIP 7.2)(Aspect ALM)

    Job Locations US-TX-Arlington
    Requisition ID
    2018-34026
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    The Contact Center Support Engineer II provides intermediate level support to GM Financial business units, specifically in the area of call center system applications and operations. Under general direction, the Contact Center Support Engineer II is a mid-level position responsible for performing routine to moderately complex maintenance, support, and development on various contact center application systems at local and remote sites. This team member works in conjunction with other IT teams, business units, and vendors during installation, relocation, modification, troubleshooting, repair, and upgrades of the contact center systems and applications. The Contact Center Support Engineer II works directly with personnel at remote locations to identify system/application problems and may provide technical assistance or guidance to less experienced technicians. This team member has high-level contact with Company executives, internal departments, outside vendors and customers.

    Responsibilities

    JOB DUTIES

    • Provides intermediate level support to business units specifically in the areas of contact center systems and applications
    • Activities include Tier 2 support and problem resolution, relocation and installation of contact center equipment, addition of new users, communications facilities management, statistical reporting and any other issues pertaining to call center technology as they arise
    • With some supervision, coordinate with vendors regarding maintenance, modification, installation and relocation of equipment relating to the contact center systems and applications
    • Implement repairs and configuration changes to the contact center systems and applications at local and remote call centers, and at operation centers as needed
    • Create and maintain accurate records of all system components, application processes, and carrier network facilities
    • Prepare, evaluate and distribute reports as required
    • Research, evaluate, and recommend communications options in services and products as needed

     

    Qualifications

    Knowledge

    • Knowledge of security methodologies, policies, standards and best practices
    • Knowledgeable of best practices in information technology governance and regulatory landscape for financial institutions
    • Working knowledge of the consumer loan business
    • Working knowledge of all system applications
    • Working knowledge of the Corporate Business solution environment
    • Significant experience in a large and complex business environment
    • In-depth knowledge of security frameworks (e.g., ISO 27000, NIST, FFIEC, etc.)
    • Intermediate knowledge of VSphere and VCenter for Virtual Server administration
    • Intermediate knowledge of Microsoft server patching, predictive dialer systems and applications, and production processes and/or strategies as they pertain to call centers
    • Working knowledge of ACD technologies as they related to call centers

    Skills

    • Ability to create and work RFC and SR tickets with Oracle On Demand, Oracle Managed Cloud Services and Oracle Support
    • Strong ability to analyze data using Excel for reporting and data mining purposes
    • 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: Visual Basic, SQL, HTML, HTML5 preferred
    • Intermediate skills: SQL Server 2008/2012, VMware, Window Server 2008/2012 preferred

    Education

    • High School Diploma or equivalent required

    Experience

    • 2-4 years of prior experience with contact center platforms, preferred

     

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