Contact Center Software Architect

4 weeks ago


Southlake, Texas, United States Charles Schwab Full time
Job Summary

We are seeking a highly skilled Contact Center Software Developer to join our team at Charles Schwab. As a key member of our contact center team, you will be responsible for providing technical expertise for contact center implementations, discovery sessions, solution architectures, technical documentation, and knowledge transfers to other team members.

Key Responsibilities
  • Design and implement enterprise-class multi-site technical architectures for contact center solutions.
  • Conduct discovery sessions to identify technical requirements and provide solutions.
  • Develop and maintain technical documentation and knowledge transfers to ensure seamless knowledge sharing.
  • Provide third-tier support for internal support organizations to troubleshoot and resolve complex implementation issues.
  • Collaborate with business and technical partners to provide direction and insight for upcoming contact center requests.
Requirements
  • Minimum 8+ years of technical experience with focus on digital technologies and contact center omnichannel solutions.
  • Previous experience with NICE InContact CXOne User Hub, NICE Studio Scripting, Genesys Routing (IRD/URS), and other contact center technologies.
  • Strong understanding of JSON, XML, and other data formats.
  • Familiarity with network load balancing concepts and web proxy configurations.
  • Ability to work with Agile frameworks and deliver new product functionality in a timely and efficient manner.
What We Offer

At Charles Schwab, we offer a competitive benefits package, including 401(k) with company match, paid time off, and tuition reimbursement. We are committed to empowering our employees' personal and professional success and offer a supportive culture and focus on development.



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