Computer Telephony Integration Lead

General Motors (GM)
Dubai, UAE

Ref: KP687-57
General Motors (GM)

The Role


The Role


OnStar is a wholly owned subsidiary of General Motors and is the global leading provider of connected safety, security and mobility solutions and advanced information technology. With more than 6 million subscribers in the U.S., Canada and China, OnStar is available on more than 45 of our 2012 model year vehicles.

OnStar is looking for a Computer Telephony Integration Lead with the following Responsibilities and Qualifications:

Responsible for the development and implementation of strategic CTI related applications, architecture, infrastructure, design, best practices, and application integration across the Global OnStar environment.
•Lead SME and developer for projects requiring CTI application integration
•In depth, hands-on experience developing with Genesys CTI Routing, Open Media Interaction (OMI) , Customer Interaction Management (CIM), Session Initiation Protocol (SIP) and reporting platforms.
•In depth, hands-on experience integrating Genesys products into IP environments on global scale.
•Ability to evaluate current CTI applications to determine best possible options for current and future architectural initiatives
•Participate in architectural strategic endeavors and provide insight for global telephony deployments and initiatives
•Assist with architectural design initiatives that address tactical and strategic fail over scenarios to support critical emergency services environments
•Provide SME level operational and design support to the various telecom related departments, as needed.
•Thorough knowledge of disaster recovery as it relates to IP telephony
•Responsible for supporting architectural documentation, standards and best practices.
•Participate in capacity management planning (subscriber, services, geographic)
•Participate in long term strategic telephony objectives to ensure Service Levels and Key Performance Indicators are achieved
•Stay current with emerging technologies in order to provide insight and technical options within the OnStar telephony environment
•Gathers and interprets complex quantitative or qualitative data
•Handles a variety of recurring and non-recurring or special assignments
•Makes presentations to all levels of management
•Establishes a course of action to accomplish completion of the job and/or project
•Keeps abreast of current product developments and trends in areas of expertise
•Actively identifies new areas for learning and takes advantage of learning opportunities

Requirements


Requirements


•Technical Degree in IT, Engineering or the Sciences
•Four (4) years or more of related experience
•In depth knowledge of CTI, telephony, software, network products and services
•Development in telephony and CTI operations and designs
•Thorough knowledge of VoIP/IP based technologies and environments
•Excellent verbal and written communications skills
•Astute analytical capability; required to solve unusual and difficult challenges
•High level of analytical ability where problems are unusual and difficult
•Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required
•Actively identifies new areas for learning and takes advantage of learning opportunities

About the Company


About the Company


General Motors Company (NYSE:GM, TSX: GMM), one of the world’s largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GM’s largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GM’s OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the company’s operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.
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