Contact Center Software Developer

Your opportunity

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

As a Specialist, Contact Center Software Development & Engineering role, you will be responsible for creating, maintaining, documenting & enhancing call, chat, and email routing 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 works 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 has a background and understanding of call routing techniques, rules and enhancements.

Responsibilities / Job Duties 

In this role the primary responsibilities include (but are not limited to): 

• Implement technical solutions based on business requirements.
• Works on problems of moderate to complex scope that require reviewing a variety of factors in the analysis of situations or data.
• Utilize NICE CXOne Studio and custom built CCIS web portal to build, modify and enhance call routing flows based on business unit/Product Owner specified requirements.
• Document and update routing flows via MS Visio.
• Demonstrates standards to deliver high-quality products and services
• Participates in feasibility studies for new applications and existing ones and consult senior team members regarding decisions.
• Hands-on development experience, typically gained through experience in software development and a bachelor’s degree or equivalent
• Work within the Agile/Kanban framework to provide estimates and deliver new product functionality or requested modifications in a timely and efficient manner.
• Provide 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.
• Proactively communicates and updates the team on critical matters and changes.
• Provide clear and accurate documentation as well as provide training to other Schwab team members as needed.
• Receives general instruction from peers and more experienced colleagues to deepen understandings of industry trends and competitive landscape.
• Contributes ideas for new approaches or technologies within a defined scope to drive innovation.
• Demonstrates a broad understanding of quality standards, consistently delivering work that requires minimal revisions or adjustments.

What you have

Required Qualifications

• Bachelor’s degree in engineering, Computer Science, related field, or equivalent experience.
• Minimum 1-4 years’ technical, hands-on experience with focus on various digital technologies & solutions
• Exposure to and understanding of Contact Center Technologies
• 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 and learn new skills via session given by team members.
• Ability to write clear and concise implementation documentation.
• Ability to analyze and evaluate code issues and makes decisions within general parameters under broad supervision.
• Ability to clearly express ideas and summaries in writing and verbally.
• Experience with the Atlassian tool stack (JIRA)

Preferred qualifications:

• 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.
• Knowledge of the Agile methodology and experience in an Agile working environment.
• Exposure with NICE CXOne MAX integrations with Salesforce (via Lightning) or have general OpenCTI/Salesforce softphone integration experience