Charles Schwab Call Routing Technical Programmer/Analyst in Lone Tree, Colorado


Lone Tree - CO, DENR3, 9800 Schwab Way, 80124

Jeanie Bannon


We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck at over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

The Business Engineering Call Routing team provides call routing design, planning, testing, and development for all enterprise wide Schwab business units. The team is dedicated to developing, maintaining and supporting the call routing solutions for the enterprise within an ever-changing fast-paced environment. The team partners with all business units to fully understand and implement the unique call routing solutions that best suits the businesses need.

What you’ll do:

Responsible for designing, testing, preparing documentation, and implementing call routing solutions for a wide array of technical infrastructures, including Genesys, Cisco, Avaya, and network based routing to include Verizon, L3 and Centurylink. The Call Routing Technical Analysts will provide extensive log reviews ensuring accurate call routing solutions are in place and performing to the business requirements specified. Additional responsibilities include technical training for Call Routing analysts; partnering with Schwab Technology and Retail Product Managers on routing application requirements and development; partnering with Interaction Strategy & Support departments providing detailed analysis of the call routing solutions ensuring their effectiveness and efficiency. The Call Routing Technical Analysts will be looked upon as leaders within the Call Routing team to support their fellow colleagues and will viewed as subject matter experts within the call routing space.

What you have:

  • Working knowledge of Voice XML scripts (i.e. SCXML, CCXML, etc.)

  • 5+ yrs telephony experience (Genesys, ACD, Network Routing, Cloud)

  • Genesys routing certification or equivalent experience

  • Genesys IRD/Composer, CME/GAX, and Pulse/CCPulse development experience

  • Genesys Framework development familiarity

  • Excellent written and verbal communications skills

  • Strong Teamwork mentality

  • Call Center Operations background and understanding; statistics related to Call Center Operations

  • Strong computer software skills (Visio, MS Office)

  • Ability to articulate highly technical concepts at detailed and broad levels

  • Leadership skills

  • Variable based Call Routing Solutions

  • VoIP Infrastructure experience

  • Agent Desktop (Genesys WWE) experience

  • Experience working in mature Agile Kanban team

  • Familiarity and background working in a production support role a plus

  • Web development experience a plus (i.e. .NET)

What you’ll get:

  • Comprehensive Compensation and Benefits package

  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts

  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program

  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab at" .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.

Job Specifications

Relocation Offered?:No

Work Schedule:Days

Languages:English - spoken

Current Licenses / Certifications:None

Relevant Work Experience:IT-Distributed and Web Development-2-5 yrs

Position Located In:CO - Lone Tree


Job Type:Full Time

Category:Information Technology

Activation Date: Wednesday, May 9, 2018

Expiration Date: Sunday, June 10, 2018

Apply Here