What are the responsibilities and job description for the Senior Production Support Engineer position at Charles Schwab?
Your opportunity
At Schwab, you are 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.
What you have
Required Qualifications
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:
At Schwab, you are 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.
What you have
Required Qualifications
- Bachelor of Science or equivalent in Computer Science or a related field.
- 3 years experience in production support of voice applications including IVR, Session Border Controllers, Genesys Voice, VoIP, Contact Center Cloud Technology
- 2 years experience with NICE inContact Cloud
- 2 years of experience with Web technologies: languages, frameworks, techniques, industry trends, etc.
- 2 years of experience in troubleshooting/debugging application issues.
- 2 years of experience working in an Agile environment.
- Strong problem-solving and decision-making skills as well as poise under pressure
- Strong communication and interpersonal skills
- Genesys Cloud and Verint Call Recording experience
- Knowledge of Load balancing tools and F5 Load balancers
- Solid understanding of automated deployment processes and tools such as Bitbucket/Bamboo, GitHub
- Solid understanding of Linux Operating system
- Experience with Change Management, Incident management, Problem management, Root Cause analysis
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 plan
- Paid time for vacation, volunteering, and 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
