Contact Center Software Developer - Hybrid

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.

Contact Center Software Developers are responsible for creating, maintaining, documenting & enhancing call/chat/email routing flows for contact center business partners.  The candidate in this role applies understanding of the industry and works to improve technology, tools, and processes for the software development and engineering group and providing discovery sessions, solution architecture, technical documentation and knowledge transfer to the other Schwab support and engineering team members. The candidate will utilize NICE CXOne studio and the homegrown CCIS tool along with a strong background and understanding of routing techniques, rules and enhancements.

 
Responsibilities / Job Duties 

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

• Designing technical solutions based on business requirements, conducting discovery sessions, integrating multiple dissimilar environments, and implementing leading edge technologies.
• Utilizes NICE CXOne Studio and custom built CCIS web portal to build, modify and enhance routing flows based on business unit/Product Owner specified requirements.
• Document and update routing flows via MS Visio.
• Demonstrates standards to deliver high-quality products and services
• Modeling adherence to quality standards for more junior employees.
• Leads projects and programs with moderate complexity.
• Make decisions that influence the quality, efficiency, and effectiveness of own function.
• Evaluates complex user requests, projects, and clarifies objectives and functional requirements for new or modified computer programs
• Conducts and prepares feasibility studies for new applications and existing ones, makes decisions within general parameters under little supervision.
• Strong hands-on development experience, typically gained through 6+ years of experience in a software development role and a bachelor’s degree or equivalent
• Work within the Agile/Kanban 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 consult with business partners to provide technical direction for business requests.
• Ability to work with professional services resources to understand and implement new technologies, framework, and architectures.
• Provide clear and accurate documentation as well as provide training to other Schwab team members as needed.

What you have

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, related field, or equivalent experience.
• Minimum 5-7 years technical, hands-on experience with focus on various digital technologies & solutions
• Experience with Contact Center Technologies, specifically NICE CXOne Routing, NICE Studio Scripting,
• Experience with JSON, XML (SCXML/VXML), NICE Studio Snippet language, and .NET a plus
• Understand requirements specific to deploying IP telephony across both Cloud, LAN and WAN architectures.
• Proficiency developing Visio diagrams, architectural and design documentations, functional and technical specifications, automated test process.
• Ability to perform knowledge transfers to other team members.
• Ability to write clear and concise engineering, architecture, and implementation documentation.
• Ability to analyzes and evaluates code issues and makes decisions within general parameters under broad supervision.
• Excellent written and verbal communication skills.
• Experience with the Atlassian tool stack (JIRA)

Preferred qualifications:

• Knowledge in Telecommunications, VoIP, computer networks design, overall knowledge of basic network infrastructure components: TCP/IP routers, proxies, load balancers and troubleshooting.
• Ability to research and document production and test environments along with architecture and design work.
• Knowledge of the Agile methodology and experience in an Agile working environment.
• Be familiar with writing queries, alerting, and retrieving data from enterprise logging applications such as Splunk
• Exposure with NICE CXOne MAX integrations with Salesforce (via Lightning) or have general OpenCTI/Salesforce softphone integration experience