What are the responsibilities and job description for the OnStar Systems Engineer position at TP?
Company Description
Teleperformance (TP) is a global digital business services and business process outsourcing company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, their customers, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
Role Description
The OnStar Systems Engineer position is a full-time, hybrid role. This position is responsible for ensuring the systems used to provide OnStar connected services are functioning and that requests are being delivered successfully to all active subscribers. This role is technical and requires deep understanding of modern system/application interactions and identifying data elements within the systems that can be used to evaluate end-to-end performance. The person in this role will work cross-functionally to collaborate with business owners, IT development and operations, and the business operations teams, performing technical validation and root cause analysis, developing system service level objectives, detailing technical/validation steps, building analytical tools, using database tools and methodologies and resolving Level 3 technical customer cases.
Primary Responsibilities:
- Design, develop and refine performance metrics that represent service delivery performance
- Build and maintain reporting and analytics to show system and customer performance
- Understand & document system work flows, associated back-end interactions, and eco-system of various OnStar Connected Services including but not limited to In-Vehicle Apps
- Investigate end-to-end system performance and customer experience issues and apply sound technical judgment to data to resolve them
- Identify system performance gaps, build and execute improvement plans
- Ensure adequate system requirements are documented
- Possess a high level of analytical ability to assess and identify appropriate alternative courses of action for definition and resolution where problems are complex
- Design, develop, and implement desktop applications and/or processes to automate routine tasks as necessary to facilitate analysis activities
- Ability to complete work with limited direction from supervisor
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent
- Engineering or related degree or equivalent experience
- Minimum 3-5 years’ experience in a technical role
- Proficiency using and interacting with relational database structures and SQL query development experience
- Familiarity with Power BI Tableau reporting systems
- Familiarity with some of the following: Azure Databricks, Big Data (Hadoop/Teradata), Python, Pyspark, ELK, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Salesforce, Heap/Adobe Analytics
- Appropriate interpersonal styles and communication methods to work independently and effectively with business partners to meet mutual goals
- Sound organizational skills to prioritize work to be executed
- High level of analytical ability where problems are complex and difficult
- Demonstrated technical and professional skills in job-related area required
- Familiarity with operational procedures, protocols and communication paths
- Understanding of application architecture and design principles related to system integration of client components, web services, and databases.
Preferred Qualifications
Direct experience in automotive industry in one or more of the following areas:
Significant SQL query development experience
Analytics
Reporting
Case management
Issue resolution
Product validation
Service delivery
Prior experience with OnStar systems
Prior experience with in-vehicle apps
Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others