Manager, Software Development & Engineering

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

As a Manager, Contact Center Software Development & Engineering role, you will be responsible for creating, maintaining, documenting & enhancing IVR flows for contact center business partners.  The candidate in this role works on problems of diverse scope where analysis of data requires evaluating specific factors and requirements. The candidate must have an understanding of the industry and work to improve technology, tools, and processes for the software development and engineering group, including providing discovery sessions, solution architecture, technical documentation and knowledge transfer to the other Schwab support and engineering team members. The candidate will utilize NICE CXOne studio and other tools along with a strong background and understanding of IVR technologies, techniques, rules and enhancements.

Key Responsiblities:

• Implement technical solutions based on business requirements, conducting discovery sessions, integrating multiple dissimilar environments, and implementing leading edge technologies.
• Utilizes NICE CXOne Studio and custom-built tools to build, modify and configure IVR experience based on business unit/Product Owner specified requirements.
• Document and update technical design documents and call routing flows via MS Visio.
• Demonstrate standards for delivering high-quality products and services.
• Execute projects and programs with high complexity.
• Ensures the quality, efficiency, and effectiveness of own function.
• Participates in feasibility studies for new applications and existing ones, makes decisions within general parameters under little supervision.
• Strong hands-on development experience, typically gained through 6+ years of experience in a software development role and a bachelor’s degree or equivalent
• Work within the Agile/Kanban framework to provide estimates and deliver new product functionality in a timely and efficient manner.
• Provide third-tier support for our internal support organizations to troubleshoot and resolve complex implementation issues.
• Ability to consult with business partners to provide technical direction for business requests.
• Ability to work with professional services resources to understand and implement new technologies, framework, and architecture.
• Provide clear and accurate documentation as well as provide training to other Schwab team members as needed.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• Bachelor’s degree in engineering, Computer Science, related field, or equivalent experience.
• Minimum 6+ years technical, hands-on experience with focus on various digital technologies & solutions.
• Experience with Contact Center Technologies, specifically NICE CXOne Studio programming, IVR, Call Routing, PSTN Carriers, and SOMOS.
• Understanding of NICE inContact Technology (including but not limited to CXOne, CXOne Studio, WFM, and Nexidia).
• Experience with JSON, XML (SCXML/VXML), NICE Studio Snippet language, and .NET a plus.
• Understand requirements specific to deploying IP telephony across both Cloud, LAN and WAN architectures.
• Proficiency developing Visio diagrams, architectural and design documentations, functional and technical specifications, automated test process.
• Ability to perform knowledge transfers to other team members.
• Ability to write clear and concise engineering, architecture, and implementation documentation.
• Ability to analyze and evaluate code issues and makes decisions within general parameters with minimal supervision.
• Strong written and verbal communication skills.
• Experience with the Atlassian tool stack (JIRA and Confluence).

Preferred Qualifications:

• The knowledge in Telecommunications, VoIP, computer networks design, overall knowledge of basic network infrastructure components: TCP/IP routers, proxies, load balancers and troubleshooting.
• Ability to research and document production and test environments along with architecture and design work.
• Knowledge of the Agile methodology and experience in an Agile working environment.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities