Senior Contact Center Development Team Manager

4 weeks ago

Ann Arbor MI, United States Charles Schwab Full time

Position Type: RegularYour 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. This position is for a senior team manager responsible for leadership and oversight of the Client Contact Technology’s Platform Development team. The position will be responsible for the support and oversight of the Call Center Technologies Platform Engineering team bringing in state of the art Call Center Technology. They will help manage the Project work related to our CXOne Nice InContact Systems and Legacy Genesys Call Routing Infrastructure and applications built for the call center. This position will interact with business stakeholders and technology counterparts across many areas of Schwab. In addition, this position requires 24 x 7 Tier II oversight of production support for all related systems. What you’ll do: Lead the development solutions impacting the overall Contact Center Technology Platform team. Examples would be solutions related to Voice Carriers, Session Border Controllers, CXOne platform, Call Recording, Legacy platform on prem hardware maintenance and lifecycle. Management and leadership of FTE’s, domestic and offshore contractors. Career planning, performance reviews, salary administration for all full-time employees. This person will work closely with business partners and STS Management. They will have production system oversight and management. Work closely with business partners in Business Continuity Planning and Testing Work closely with critical 3rd party service providers or vendors in terms of data interchanges and joint support of vendor-hosted systems Oversee release management process and present software release plans to the appropriate technology governance bodies. What you have Required Qualifications: Bachelor's degree in Engineering, Computer Science, or related field 5+ Years People Management and demonstrated people leadership skills. 10+ years’ experience working with Contact Center Voice Technology products with the full development and operational support life cycle. Minimum 8+ years technical, hands on experience with focus on various digital technologies & solutions Experience within hosted IVR / Voice Routing integrated framework (Nice CXOne platform) Previous experience with Cloud based contact systems (NICE/In-Contact) Previous experience with Genesys Prem and Cloud based Support Knowledge of VoIP Routing (from Carrier through network). Knowledge of Carrier Level routing such as Verizon, Century Link, Level3 etc. Experience with Java/JavaScript, Eclipse, Scripting, SDK & XML (SCXML/VXML) , a plus Familiar with TDM to IP gateways (Sonus, Cisco, Audiocodes, Paraxip, etc.) Familiar with Network Load Balancing concepts (NLB, F5) Understand requirements specific to deploying IP telephony across both Cloud, LAN and WAN architectures. The candidate should be proficient with navigating and performing basic system administration for server operating systems. Redhat Linux experience required, Windows Server knowledge a plus Strong team member, with a proven track record as a technology contributor and leader within your team and across organizational boundaries. Experience leading geographically distributed teams, including offshore. Demonstrated ability to multi-task on different projects Working knowledge of the Agile/Scrum development methodology Ability to do knowledge transfers and training to other team members and support staff. Ability to contribute, interpret and provide feedback on engineering and architecture implementation documents Preferred Skills Software design and development experience preferably in the fields of web and/or TCP/IP network applications programming (experience of using sockets and multithreading in any programming language will be considered a strong benefit) Be familiar with modern web application technologies, such as HTML5/ECMA Script, Ajax, Comet-D, Websockets, REST and 'classic' web services The candidate should have an overall knowledge of how to configure basic network infrastructure components: TCP/IP routers, proxies, load balancers The candidate should be familiar with at least one NoSQL database, preferably Cassandra The candidate should have practical experience in working and tuning of at least one of the modern Relational Database Management Systems: MSSQL, Oracle, MySQL, etc. The knowledge in Telecommunications, VoIP, computer networks design and troubleshooting. Knowledge of Desktop/Telephony integrated software, and Telephone CRM integrations. What’s in it for you At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis. We offer a competitive benefits package that takes care of the whole you – both today and in the future: 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions Paid parental leave and family building benefits Tuition reimbursement Health, dental, and vision insurance

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