Connected Services Systems Engineer |Automotive| Hybrid

Teleperformance; Warren (MI); On-site; USD 62,000 - 76,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401(k) plan

Life insurance

Supplemental medical

HR and wellness programs

FSA plans

Retailer discounts

Job summary

Teleperformance is seeking a Connected Services Systems Engineer to ensure automotive in-vehicle services run smoothly and to deliver reliable end-to-end performance analysis. You’ll partner with product, IT, and operations to validate systems, perform root cause analyses, and develop SLOs.

Proficiency in SQL, Power BI/Tableau, and Databricks will be used to build insights. You will document workflows, collaborate on complex customer issues at Level 3, and apply problem-solving techniques to

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or related technical field.
• 3–5 years of experience in a technical or analytical role.
• Strong SQL proficiency with relational databases.
• Experience with Power BI, Tableau, and Azure Databricks or similar tools.
• Familiarity with APIs, Salesforce and data analytics platforms is preferred.

Responsibilities

• Design, develop, and refine system performance metrics representing service delivery.
• Build and maintain reporting/analytics to measure system and customer experience.
• Understand and document system workflows and back-end interactions.
• Investigate end-to-end performance issues and perform technical analyses.
• Execute root cause analyses and develop improvement plans.
• Write SQL queries and use analytics tools to assess performance.
• Document system workflows, dependencies, and validation steps.
• Collaborate cross-functionally to resolve Level 3 customer issues.

Skills

Verbal communication

Analytical ability

3–5 years experience

SQL proficiency

API experience

Attention to detail

Independent worker

Education

Bachelor’s degree in Computer Science/Engineering

Tools

Power BI

Tableau

Azure Databricks

Job description

Category : Information Technology

Compensation: $45 - $55 hourly

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose

The Connected Services Systems Engineer role is a technical position responsible for ensuring that automotive vehicle systems supporting connected in-vehicle services and applications are functioning properly and that requests are successfully delivered to automotive customers. 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/product owners, IT development and operations, and the business operations teams, to ensure a flawless end-to-end customer experience for our customers. The selected responsibilities would include 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.

Your Responsibilities

• Design, develop, and refine system performance metrics representing service delivery.
• Build and maintain reporting/analytics to measure system and customer experience.
• 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 performance issues and apply technical analysis for resolution.
• Execute root cause analyses and develop improvement plans.
• Write SQL queries and leverage analytical tools (Power BI, Tableau, Databricks, etc.) to assess performance.
• Document system workflows, dependencies, and validation steps.
• Collaborate cross-functionally to resolve Level 3 (L3) customer issues.

Qualifications

• Excellent verbal and oral communication skills.
• Bachelor’s degree in Computer Science, Computer Engineering, or related technical field.
• 3–5 years of experience in a technical or analytical role.
• SQL proficiency and experience with relational databases.
• Familiarity with Power BI, Tableau, and Azure Databricks or similar tools.
• Experience with APIs, Salesforce and customer data analytics platforms is preferred
• Understanding of application architecture and design principles related to system integration of client components, web services, and databases.
• Ability to complete work with limited direction from supervisor
• 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
• Direct experience in automotive industry in one or more of the following areas:
• Reporting and Data Analytics
• Issue resolution
• Product validation
• Service delivery
• Strong Database skills and significant SQL query development experience
• Prior experience with integrated automotive connected vehicle hardware and services
• Prior experience with in-vehicle mobile applications
• Experience using problem solving techniques such as Six Sigma, Lean, ISO 900X, SPICE, or others.

Required Skills

BEST Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.