Charles Schwab Call Routing Technical Programmer/Analyst in Lone Tree, Colorado
Lone Tree - CO, DENR3, 9800 Schwab Way, 80124
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 http://www.aboutschwab.com/about/leadership/charles_schwab 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.
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
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 http://www.aboutschwab.com/careers/lifeatschwab/" .
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.
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
Activation Date: Wednesday, May 9, 2018
Expiration Date: Sunday, June 10, 2018