Senior CTI Engineer

4 weeks ago

PHOENIX, 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.

 

Sr. CTI Engineers are responsible for providing technical expertise for contact center implementations, discovery sessions, solution architectures, technical documentation and knowledge transfers to the other Schwab support and engineering team members.

Responsibilities / Job Duties 

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

  • Designing enterprise-class multi-site technical architectures, conducting discovery sessions, integrating multiple dissimilar environments, and implementing leading edge technologies.
  • Investigating complex technical issues and working with partnering personnel and vendors to resolve complex issues
  • Work within the Agile 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 prioritize work effectively and meet tight deadlines when required
  • Ability to consult with business and technical partners to provide direction and insight for upcoming CTI requests
  • Ability to work with professional services resources to understand and implement new technologies, framework, and architectures
  • Ability to manage multiple projects of varying size and technical complexity
  • Ability to focus on the details without losing sight of the bigger picture
  • Provide clear and accurate documentation as well as provide training to other Schwab team members as needed
What you have

Required Qualifications

  • Minimum of 5 years of experience in Data and Rep Technology (DaRT) with a focus on Contact Center Technology Platform Engineering.
  • Bachelor's degree in Engineering, Computer Science, or related field
  • Minimum 8+ years technical, hands-on experience with focus on various digital technologies & and telephony solutions 
  • Previous experience with NICE InContact CXOne User Hub, NICE Studio Scripting, Genesys Routing (IRD/URS)
  • Experience with JSON, XML (SCXML/VXML), NICE Studio Snippet language, and .NET a plus
  • Familiar with TDM to IP gateways (Ribbon (Sonus), Cisco, Audiocodes, Paraxip, etc.) 
  • Familiar with Network Load Balancing concepts (NLB, F5) and web Proxy configurations
  • Understand requirements specific to deploying IP and WebRTC telephony across Cloud, LAN, and WAN architectures
  • Ability to thoroughly document and perform knowledge transfers to other team members
  • BA/BS degree in Engineering or equivalent work experience 
  • 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
  • Ability to create, utilize, and maintain clear and concise engineering and architecture implementation documents
  • Ability to deliver training material to support staff
  • Excellent written and verbal skills in English 

Preferred Qualifications: 

  • 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, SOA architectures, AWS, and other SaaS technologies
  • The candidate should have an overall knowledge of how to configure basic network infrastructure components: TCP/IP routers, proxies, and load balancers
  • 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. 
  • Expertise in Telecommunications, VoIP, computer networks design and troubleshooting is required 
  • Be familiar with writing queries, alerting, and retrieving data from enterprise logging applications such as Splunk
  • Be familiar with NICE CXOne MAX integrations with Salesforce (via Lightning) or have general OpenCTI/Salesforce softphone integration experience
  • Experience in NICE workforce management analytics
  • Familiarity with single sign on methodologies and architectures

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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