Charles Schwab’s purpose is to help everyone become financially fit. Through advocacy and innovation, Schwab has worked to make investing more affordable, more accessible and more understandable for all. For more than three decades, The Charles Schwab Corporation has been an advocate for individual investors and the independent advisors who serve them.

At Schwab, we respect the unique differences of our employees, our clients and the communities we serve – striving to create a consistent and rewarding employee experience. If you share our enthusiasm for helping others, building trusted relationships, possess high ethical standards, and have a desire to learn and grow, there’s a place for you at Schwab!

Purpose:
The Voice Logging team is responsible for the support, implementation, design and management of the Voice Logging infrastructure at Schwab. This position will be a member of a team responsible for all aspects of this technology, and will work with peers and outside technology groups to ensure the high availability and excellent customer focus this team strives for.

Description:
Duties will include the ownership of problems and development work, and include working with our business and technical partners to deliver a given task, from inception to completion. The scope of the work will vary from individual user level troubleshooting to enterprise level implementations. Rotational on-call will also be expected.

Daily work will be multi-function, including tasks such as:
- Development of Business Object reports with business input
- Development of SQL databases for internal data
- Development of webpage tools to access SQL data
- Working with end-users on reporting or call queries
- Resolving Tier 3 level issues with recorded calls and Trouble Tickets
- Troubleshooting VoIP packet delivery into the logging environment
- Working with the vendor on resolving system issues
- Resolving server or integration issues
- Modifying SNMP alerts and updating system documentation
- Work with end-users directly on resolving their user functionality questions.

An ability to understand many technologies and how they relate and integrate with the Nice and Verint systems will be vital in your success.

Qualifications:
The ideal candidate should have a diverse and experienced technical background, with a solid understanding of Business Objects reporting and SQL database knowledge. They should also have an understanding of voice logging and integration with networked technologies. Staying very positive and focused during stressful times, and able to work with all levels of management and peers while providing the highest level of both oral and written communication and customer service, will be key to your success in this dynamic role.

Skills that will help you succeed in this role include:

- 2-3 years experience developing Business Objects reporting
- 2-3 years experience developing SQL databases and managing the data
- 2-3 years experience developing web pages that utilize SQL databases preferred
- 1-2 years experience as System Administrator with Nice 8.9 or Verint Ultra voice logging platform
- 1-2 years experience configuring and working with PBX’s, ACD, CTI (Certifications or equivalent experience are preferred)
- Understanding and experience troubleshooting VoIP
- Knowledge and experience troubleshooting general telephony and network problems, ability to drive to resolution
- Experience with Microsoft operating systems, both Desktop and Server levels
- Familiarity with telecom switch rooms, basic cabling, tracing and running cross-connects
- Experience using Windows based applications such as MS Word, Excel and Visio. Proficiency with scripting and light programming duties
- Excellent interpersonal skills for communicating with all levels of the management, peers, vendors, and internal customers
- Bachelors Degree in Computer Science, Engineering or related experience required