Director, Contact Center Technology Architect

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).

At Schwab, the Call Center Technology team delivers innovative solutions to build highly available, scalable, and reliable Call Center and Middleware platforms, enabling reps to provide service excellence and individual businesses to make informed decisions to help clients own their financial futures.  We are seeking a thought leader to join our highly energetic Call Center team to design, guide, and govern the implementation of next generation Contact Center solutions. This role will be responsible for developing architecture strategy to continue to grow and build our existing contact center and middleware ecosystem, collaborating with enterprise technology governance teams to ensure that the implementations are adhering to the Schwab technology standards, identifying potential risks and building plans to remediate the risks, and guiding development teams to build solutions as per reference architecture.

This will be a great opportunity to work with highly talented technologists who bring a lot of energy, focus and fresh ideas that support our mission to provide value by seeing the world “Through Clients' Eyes”.

Position Responsibilities:

• Understanding how to leverage technology to create a client experience that reflects the culture of a company and the impact it has on client experience.
• Architecting end-to-end contact center solutions including carrier services, SIP trunks, SIP session Border Controllers, network, application, and data using cloud and vendor technologies. Developing architecture artifacts in Confluence, Draw.io, and Visio and working with enterprise technology partners to get governance approvals.
• Maintaining a high degree of technical acumen with a hands-on approach to building technical solutions.
• Leading design sessions and guiding development teams to build highly available, scalable, and reliable platforms and products.
• Big picture thinking and formulating pragmatic solutions that align with organization’s strategy.
• Crafting 3-5 year technology blueprints and roadmaps to build next generation Contact Center solutions.
• Translating complex ideas, technology, and programs into language senior management can relate to and performs as a key influencer on technical decisions that affect the business on a long-term basis.
• Partnering with business stakeholders to drive architecture strategy that aligns with business strategy.
• Identify, assess, and manage architecture and design risks.
• Collaborating, influencing, and building consensus through constructive relationships and effective listening.
• Bringing a passion to stay on top of tech trends, emerging technologies, and participate in internal technology communities.

What you have

Required Qualifications:

• Bachelor of Science or equivalent in Computer Science or a related field
• 10+ years of experience in telephony and contact center technologies
• 8+ years of experience in architecting applications on distributed computing platforms
• 5+ years of experience in designing and building contact center applications in a highly regulated environment
• 5+ years of experience in Object Oriented Programming, preferably Java
• 3+ years of experience engineering and/or architecting GCP or AWS cloud solutions
• Deep functional understanding of the seven-layer OSI model, Ethernet and VoIP open standard RFCs, load balancing, firewall, virtualization, switching, routing, and relational, NoSNoSQL, object-oriented database technologies, and public cloud service solutions
• Experience with a contact center as a service omnichannel vendor platform and SaaS solutions in general is a plus
• Functional knowledge of financial banking, stock brokerage or insurance domains is preferred
• Critical-thinking and strong problem-solving skills with ability to analyze ambiguous, and constantly evolving requirements
• Cross-functional teams collaboration including engineering, product, business and executive leadership
• Attitude that fosters a culture of collaboration and teamwork
• Strong knowledge in agile development techniques
• Experience with DevOps and CI/CD tools like BitBitbucket, Bamboo, GitGithub, Jenkins, Airflow, Cloud build
• Sound knowledge in data and analytics space

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