Manager, Software Development & Engineering

About the position

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.

Responsibilities

• Develop, Engineer, and Support of large-scale, complex On-Premises/Cloud based Contact Center Platforms.
• Improve the Production Process to ensure that teams can support a large portfolio of applications deployed to production.
• Provide off-hours and on-call escalation support of service during recovery events.
• Coordinate and provide off-hours release, deployment, maintenance support, and application health validation as requested.
• Review and understand voice requirements, case documentation, system architecture, production installation procedures, and turnover guidelines.
• Create and maintain Knowledge Transfer documentation to highlight the production support procedures.
• Participate in knowledge management activities to document best practices and improve project process to ensure high quality deliverables within the guideline policies.
• Proactively detect, troubleshoot, and resolve all issues affecting Contact Center applications.
• Enforce and carry out the Change Management process within company documented standards.
• Collaborate with various infrastructure teams, vendors, and peers.

Requirements

• Bachelor's in Computer Science, Information Technology, or related field.
• 72 months of progressive, post-Bachelor's related experience.
• Experience in NICE inContact platform, Scripting, and 3rd Party Integrations including API calls to various external vendors and internal partners.
• Experience with Workforce Optimization Cloud-based applications like NICE inContact.
• Experience with Workforce Management within IEX and EEM.
• Experience with Speech Analytics using Nexidia and Verint Interaction Analytics.
• Experience with installation, integration, support, and troubleshooting within call recording applications, including Verint, NIM, and Cybertech.
• Experience with Genesys Cloud Application.
• Experience using and creating queries in Splunk for troubleshooting and issue detection.
• Experience in maintenance and support of Contact Center On-Premises/Cloud Platform and Call-Recording applications.

Benefits

• 401(k) w/ company match
• Employee stock purchase plan
• Paid vacation
• Volunteering
• 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
• Hybrid/remote work schedule available for eligible positions (subject to Schwab's internal approach to workplace flexibility)