Staff System Engineer - Contact Center Voice Technologies

Job Description

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to onsite three times per week.

The Role

In this role, you will be responsible for developing, architecting, and supporting Nice CXone voice systems to enhance our Contact Center voice technologies. As we transition from an on-premises solution to a cloud-based environment, your expertise will play a crucial role in ensuring a seamless and effective migration, optimizing performance, and delivering scalable, future-proof solutions for our voice operations.

What You’ll Do

• Develop, architect, and support complex Nice CXone voice systems, including inContact Studio scripting, Adapters, Automation, AI, Natural Language Processing (NLP), and workforce management, for a large-scale distributed enterprise contact center.

• Design and implement large-scale voice integrations with Customer Relationship Management (CRM) systems, such as Salesforce.

• Collaborate with network engineers to ensure seamless integration with voice carriers, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC, supporting large-scale enterprise contact center operations.

• Analyze and troubleshoot issues in cloud and hybrid multi-cloud environments, focusing on large-scale distributed contact center systems to maintain optimal performance.

Additional Job Description

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in Computer Science, Engineering or related
• Seven (7) years experience in information technology developing and architecting highly available, complex, distributed, component-based, service-oriented, event-driven architecture solutions for an enterprise contact center.
• Five (5) years experience developing, architecting, and supporting complex Nice CXone voice systems including inContact Studio scripting, Adapters, Automation and AI, Natural Language Processing (NLP), and workforce management supporting large scale distributed enterprise contact centers.
• Experience with voice technologies that include voice carrier integration, voice networking, Session Initiation Protocol (SIP), Session Border Controllers (SBC), and WebRTC in support of large-scale enterprise contact centers.
• Experienced designing, developing, analyzing and troubleshooting large-
  scale distributed contact center systems in the cloud as well as hybrid
  multi-cloud environments.
• Knowledge of general architectural patterns, technologies, and architecture management processes
• Experience developing, architecting, and supporting large scale complex
  Custom Relationship Management systems such as Salesforce

This job may be eligible for relocation benefits. 

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is com