Senior Contact Center Development Team Manager

Charles Schwab - Phoenix, AZ

Full-time - Senior

Phoenix, AZ

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Senior Contact Center Development Team Manager at Charles Schwab is responsible for leading and overseeing the Client Contact Technology's Platform Development team. This role involves managing the development and operational support of Call Center Technologies, including CXOne Nice InContact Systems and Legacy Genesys Call Routing Infrastructure. The manager will interact with various business stakeholders and technology teams, ensuring effective production support and project management while providing 24/7 Tier II oversight of related systems.

Responsibilities

• Lead the development solutions impacting the overall Contact Center Technology Platform team.
• Manage project work related to CXOne Nice InContact Systems and Legacy Genesys Call Routing Infrastructure.
• Oversee the management and leadership of full-time employees and contractors, including career planning and performance reviews.
• Collaborate with business partners and STS Management for production system oversight.
• Work closely with critical 3rd party service providers for data interchanges and joint support of vendor-hosted systems.
• Oversee the release management process and present software release plans to technology governance bodies.

Requirements

• Bachelor's degree in Engineering, Computer Science, or related field.
• 5+ years of people management experience and demonstrated leadership skills.
• 10+ years of experience with Contact Center Voice Technology products and operational support life cycle.
• Minimum 8+ years of technical, hands-on experience with digital technologies and solutions.
• Experience with 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 and Carrier Level routing.
• Experience with Java/JavaScript, Eclipse, Scripting, SDK & XML (SCXML/VXML) is a plus.
• Familiarity with TDM to IP gateways and Network Load Balancing concepts.
• Proficient in basic system administration for server operating systems, with Redhat Linux experience required.

Nice-to-haves

• Software design and development experience in web and/or TCP/IP network applications programming.
• Familiarity with modern web application technologies such as HTML5/ECMA Script, Ajax, Comet-D, Websockets, REST, and classic web services.
• Knowledge of configuring basic network infrastructure components like TCP/IP routers and load balancers.
• Familiarity with at least one NoSQL database, preferably Cassandra.
• Practical experience with modern Relational Database Management Systems like MSSQL, Oracle, MySQL.

Benefits

• 401(k) with company match
• Employee stock purchase plan
• Paid time for vacation
• Paid time for volunteering
• 28-day sabbatical after every 5 years of service
• Paid parental leave
• Family building benefits
• Tuition reimbursement
• Health insurance
• Dental insurance
• Vision insurance