Contact Center Support Engineer II (Fintech)

TL;DR

Contact Center Support Engineer II (Fintech): Maintaining and developing contact center systems with an accent on Genesys Cloud, cloud-native technologies, and API-first architectures. Focus on troubleshooting technical issues, performing root cause analysis, and integrating AI-powered solutions to modernize customer interactions.

Location: Must be based in Arlington, TX, US (Hybrid: 2 days/week in office)

Company

A leader in digital innovation within the financial industry, committed to AI-powered transformation and modernizing operations through cloud-native technologies.

What you will do

• Provide intermediate support for Genesys Cloud contact center applications.
• Coordinate with vendors for maintenance, modifications, and system implementations.
• Collaborate with development teams to troubleshoot issues and perform root cause analysis.
• Develop technical solutions using cloud-native technologies, chatbots, and APIs.
• Maintain technical documentation and knowledge management tools.
• Evaluate and recommend enhancements to improve customer engagement solutions.

Requirements

• Must be authorized to work in the US without visa sponsorship.
• 2-4 years of experience in designing, developing, and maintaining contact center solutions.
• Intermediate knowledge of CCaaS technology (Genesys Cloud preferred) and cloud platforms (Azure/AWS).
• Intermediate programming skills in Python, PowerShell, and SQL.
• Bilingual proficiency in Spanish and English required.
• Understanding of Agile methodology and IT governance for financial institutions.

Nice to have

• Bachelor’s degree in a related field.
• Experience with AI-assisted software development and prompting techniques.
• Knowledge of data visualization tools and reporting.

Culture & Benefits

• Generous benefits package effective from day one.
• 401K matching and tuition assistance.
• 12 weeks of 100% paid bonding leave for new parents.
• GM employee auto discount and community service pay.
• Nine company holidays and a collaborative, innovative work environment.