Schwab is looking to transform the finance industry by creating, maintaining, documenting, and enhancing call, chat, and email routing flows for contact center business partners. The role aims to improve technology, tools, and processes for the software development and engineering group by providing discovery sessions, solution architecture, technical documentation, and knowledge transfer.
Requirements
- Minimum 1-4 years’ technical, hands-on experience with focus on various digital technologies & solutions
- Exposure to and understanding of Contact Center Technologies
- 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 analyze and evaluate code issues and makes decisions within general parameters under broad supervision
- Knowledge in Telecommunications, VoIP, computer networks design, overall knowledge of basic network infrastructure components: TCP/IP routers, proxies, load balancers and troubleshooting
Responsibilities
- creating, maintaining, documenting & enhancing call, chat, and email routing flows for contact center business partners
- improve technology, tools, and processes for the software development and engineering group
- providing discovery sessions, solution architecture, technical documentation and knowledge transfer to the other Schwab support and engineering team members
- Utilize NICE CXOne Studio and custom built CCIS web portal to build, modify and enhance call routing flows based on business unit/Product Owner specified requirements
- Document and update routing flows via MS Visio
- Participates in feasibility studies for new applications and existing ones and consult senior team members regarding decisions
- Provide support for our internal support organizations to troubleshoot and resolve complex implementation issues
Other
- work on problems of diverse scope where analysis of data requires evaluating specific factors and requirements
- Work within the Agile/Kanban framework to provide estimates and deliver new product functionality or requested modifications in a timely and efficient manner
- Ability to consult with business partners to provide technical direction for business requests
- Proactively communicates and updates the team on critical matters and changes
- Provide clear and accurate documentation as well as provide training to other Schwab team members as needed
