Contact Center Software Developer

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.

This Software Developer position will be part of the Schwab Contact Center Technology organization, supporting Platform Rep and Client solutions.

As a Software Developer, you will be responsible for creating, maintaining, and enhancing custom application solutions for the contact center department team members and our business partners. You will provide discovery sessions, solution architecture, technical documentation, and knowledge transfer to other Schwab support and engineering team members. The candidate will utilize database and web development skills along with a strong background and understanding of programming languages such as Angular, JavaScript, or equivalent development tools.

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.
• Utilizing programming languages (Angular, JavaScript) to create and maintain custom voice applications and web portals/intranets and dashboards.
• Investigating complex technical issues and working with partnering personnel to resolve these issues.
• Working within the Agile framework to provide estimates and deliver new product functionality in a timely and efficient manner.
• Providing third-tier support for our internal support organizations to troubleshoot and resolve complex implementation issues.
• Prioritizing work effectively and meeting tight deadlines when required.
• Consulting with business partners to provide technical direction for business requests.
• Collaborating with professional services resources to understand and implement new technologies, frameworks, and architectures.
• Managing multiple projects of varying size and technical complexity.
• Focusing on details without losing sight of the bigger picture.
• Providing clear and accurate documentation, as well as training to other Schwab team members as needed.

What you have

Required qualifications:

• Bachelor's degree in Engineering, Computer Science, or related field.
• Understanding of NICE inContact Technology (including but not limited to CXOne, WFM, Nexidia, or any other CCaaS platform).
• Knowledge in Telecommunications, VoIP, computer networks design, and overall knowledge of how to configure basic network infrastructure components: TCP/IP routers, proxies, load balancers, and troubleshooting.
• Minimum 3-5 years of technical, hands-on experience with a focus on various digital technologies and solutions.
• Experience with Java/JavaScript, HTML, Python, Angular framework, C, C++, SDK, and XML (SCXML/VXML) is a plus.
• Understanding requirements specific to deploying IP telephony across both Cloud, LAN, and WAN architectures.
• Ability to conduct knowledge transfers to other team members.
• Ability to write clear and concise engineering and architecture implementation documents.
• Ability to analyze and evaluate code issues and make decisions within general parameters under broad supervision.
• Ability to deliver training material to support staff.

Preferred qualifications:

• Proficiency in Angular and understanding of/experience in SQL, VB.NET, and HTML/CSS.