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General Motors Sr. Genesys Engineer in Warren, Michigan

About GM

There’s never been a more exciting time to work for General Motors.

To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won’t happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.

Why Work for Us

Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.

Job Description

About the role:

This role is responsible for innovation work related to global expansion and new tool roll-outs. He/she will participate in the full spectrum of these projects: design, build, implementation and post-launch troubleshooting. Individuals in this Telecom job family are responsible for crafting, documenting, analyzing, installing, administering, maintaining, and troubleshooting telecom systems. You will design and lead in capacity planning, creation and maintenance of Telecom disaster recovery plans, and manage all Telecom performance activities. Additionally, you are responsible for the evaluation, implementation, documentation and maintenance of Telecom services software/hardware and the analysis of telecom performance and proactive maintenance. You are responsible for the configuration and maintenance of physical and logical telecom components. You lead and communicate activities for Telecom issues that come through the Global Telecom Service Center. You provide post-mortem details and ensure all actions are completed across infrastructure and documented. You will act as project leads and ensure technical specifications, timelines and budgets are met from a Telecom perspective. You demonstrate a high level of knowledge surrounding general Telecom, display troubleshooting expertise across various platforms or towers in IT and the ability to teach/train others. You are an expert in the use of various Telecom diagnostic tools and software aids for the investigation of Telecom problems. You have strong communication and documentation skill. You mentor others and work across GT and IT providing consultation as required. This role is self managed and is able to communicate to executive levels and present technology in a way all levels can understand and benefit.

Additional Job Description

  • Bachelor’s Degree required

  • 7+ years’ experience with the Genesys suite of call center products in an on Premise deployment model

  • Advanced knowledge of operation and maintenance of Genesys 8.x Framework

  • Advanced knowledge of Avaya T-Servers, IXN, and GME

  • Expert knowledge of call routing using Interaction Routing Designer

  • Expert knowledge of GWS. Solid working experience with its API in a developmental role optimal

  • Expert knowledge of Genesys SIP Server and IP Phone

  • Advanced knowledge of Call Back

  • Advanced knowledge of OCS / Dialer

  • Basic knowledge of reporting (CC Pulse, Pulse)

  • Basic knowledge of voice networking technologies

  • Basic knowledge of SQL queries and Oracle databases

  • Basic knowledge of Linux OS as the VM application hosting platform OS

  • Ability to interface and cultivate excellent working relationships with technology teams, business analysts, and vendors

  • Infrastructure Implementation of Changes, Releases and Upgrade

  • Knowledge and experience of Contact Center Redundancy / Disaster Recovery Planning

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.