Senior Contact Center Development Team Manager

18 hours ago

MagstattleBas, Grand Est, United States Charles Schwab Full time
Job Summary:

We are seeking a Senior Contact Center Development Team Manager to lead the development solutions impacting the overall Contact Center Technology Platform team. The ideal candidate will have 10 years of experience working with Contact Center Voice Technology products with the full development and operational support life cycle.

Key Responsibilities:
  • Lead the development solutions impacting the overall Contact Center Technology Platform team.
  • Management and leadership of FTEs, domestic and offshore contractors.
  • Career planning, performance reviews, salary administration for all full-time employees.
  • Work closely with business partners and STS Management.
  • Oversee release management process and present software release plans to the appropriate technology governance bodies.

Requirements:
  • 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.

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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