Specialist - 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.

Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

The Contact Center Technology SAVE team plays an integral role within the Rep Technology organization by helping to ensure system availability for Contact Center Services at Schwab. These capabilities are a critical component in enabling Schwab to evolve its relationship model with clients, provide differentiated client experience and successfully acquire prospects.
Core responsibilities include monitoring the Availability and Reliability of some of Schwab’s most critical applications used to service our clients. You will be assisting with service restoration activities when unscheduled service disruptions occur, work with release management and development partners to support new code and functionality deployments into production.

Key Responsibilities 

•  Ability to work with Contact Center representatives to troubleshoot issues impacting their ability to receive and make telephone calls.
•  Assist with the resolution of application issues in production.
•  Documenting Resolutions in Schwab’s Knowledge Article System.
•  Perform troubleshooting and assist with data collection for debugging, issue triaging.
•  Review and understand voice requirements, use case documentation, system architecture, production installation procedures and turn over guidelines.
•  Maintain a full working knowledge of the Contact Center applications including error handling, alarming and monitoring.
•  Maintain Schwab’s current Contact Center platforms in IVR, Voice, Chat and Email arenas.
•  Maintain and promote environment objects such as password rotations, currency patching in alignment with Schwab’s security standards and guidelines.
•  Manage and work with various infrastructure teams, vendors, and peers.

What you have

Redquired Qualifications

• At least three years’ experience in production support of voice applications including IVR, Genesys Voice, CTI Softphone technology, VoIP, Contact Center Cloud Technology
• Good problem-solving and decision-making skills as well as poise under pressure
• Good communication and interpersonal skills
• NICE inContact Cloud and Cresta Service AI knowledge

Preferred Qualifications

• Experience with Splunk
• Experience with Verint Call Recording
• Experience in collaborating with third-party solutions and providers to deliver high-quality 
• Experience with the Atlassian tool stack (JIRA and Confluence)