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.

The Contact Center Technology Production Support Engineer will be a key member of the Rep Technology Service Availability Team, which is responsible for production support and maintenance of the Contact Center Technology used to deliver industry leading service to Schwab clients.

The CCT SAVE team plays an integral role within the Rep Technology organization by helping to ensure system availability for Contact Center Services at Schwab. These capabilities are a critical component in enabling Schwab to evolve its relationship model with clients, provide a differentiated client experience and successfully acquire prospects.

Core responsibilities include monitoring the Availability and Reliability of some of Schwab’s most critical applications used to service our clients. You will be assisting with service restoration activities when unscheduled service disruptions occur, work with release management and development partners to support new code and functionality deployments into production.

Analyze and resolve application issues in production.Documenting Resolutions in Schwab’s Knowledge Article System.Perform troubleshooting/debugging, issue triaging.Develop/Improve Production Readiness process to ensure the team is ready to support features deployed to production.Provide off hours on-call escalation on a rotational basis in support of service recovery events.Coordinate and provide off hours Release/Deployment/Maintenance support and application health validation as requested.Working with Team Leaders to design and implement process improvement in our Production services and Operations.Review and understand voice requirements, use case documentation, system architecture, production installation procedures and turn over guidelines.Maintain a full working knowledge of the Contact Center applications including error handling, alarming and monitoring.Maintain Schwab’s current Contact Center platforms and push for new technologies/advancement in the IVR, Voice, Chat and Email arenas.Maintain and promote environment objects such as certificates, password rotations, currency patching in alignment with Schwab’s security standards and guidelines.Manage and work with various infrastructure teams, vendors, and peers.Working knowledge of PCF (Pivotal Cloud Foundry) application supportAt least three years’ experience in production support of voice applications including IVR, Session Border Controllers, Genesys Voice, VoIP, Contact Center Cloud TechnologyStrong problem-solving and decision-making skills as well as poise under pressureExperience working an Agile environment.Strong communication and interpersonal skillsSolid understanding of automated deployment processes and tools such as Bitbucket/Bamboo, GitHub a plus.NICE inContact CloudGenesys Cloud and Verint Call Recording a plus.Solid Linux Operating systemCollege degree in Computer ScienceExperience with configuring System Monitoring and Alerting Tools for a Contact Center Environment (Splunk, AppDynamics, ITSI, etc)Broad knowledge of Web technologies: languages, frameworks, techniques, industry trends, etc.Experience in troubleshooting/debugging application issues.Change Management, Incident management, Problem management, Root Cause analysis.Knowledge of Load balancing tools and F5 Load balancers a plusWhat you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

At least three years’ experience in production support of voice applications including IVR, Session Border Controllers, Genesys Voice, VoIP, Contact Center Cloud TechnologyStrong problem-solving and decision-making skills as well as poise under pressureExperience working an Agile environment.Strong communication and interpersonal skillsWorking experience with Schwab procedures and processesSolid understanding of automated deployment processes and tools such as Bitbucket/Bamboo, GitHub a plus.NICE inContact CloudGenesys Cloud and Verint Call Recording a plus.Solid Linux Operating systemCollege degree in Computer ScienceExperience with configuring System Monitoring and Alerting Tools for a Contact Center Environment (Splunk, AppDynamics, ITSI, etc)Broad knowledge of Web technologies: languages, frameworks, techniques, industry trends, etc.Experience in troubleshooting/debugging application issues.Change Management, Incident management, Problem management, Root Cause analysis.Knowledge of Load balancing tools and F5 Load balancers a plus

In addition to the salary range, this role is also eligible for bonus or incentive opportunities

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

401(k) with company match and Employee stock purchase planPaid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positionsPaid parental leave and family building benefitsTuition reimbursementHealth, dental, and vision insurance Apply Save job