Lead CTI Production Support Engineer

Company: 3M Group
Location: Phoenix
Posted on: April 10, 2021

Job Description:

Location Phoenix, Arizona, United States Requisition ID 2020-66063 Category Engineering Position Type Regular Sr. CTI Engineers are responsible for providing technical expertise for contact center implementations, discovery sessions, solution architecture, technical documentation and knowledge transfer to the other Schwab support and engineering team members. What you are good at

• Participating in multi-site technical architecture design, conducting discovery sessions, integrating multiple dissimilar environments, and implementing leading edge technologies.
• Investigating complex technical issues and working with partnering personnel to resolve complex issues
• Assess Support impact of new Products/functionality (Staffing/Training/Support process)
• Provide second tier support for our internal support organizations to troubleshoot and resolve complex implementation issues
• Ability to prioritize work effectively and meet tight deadlines when required
• Ability to consult with business/development partners to provide technical direction for upcoming CTI requests
• Ability to work with professional services resources to understand and implement new technologies, framework, and architectures
• Ability to manage multiple projects of varying size and technical complexity
• Ability to focus on the details without losing sight of the bigger picture
• Provide clear and accurate documentation as well as provide training to other Schwab team members as needed What you have
  • Bachelor's degree in Engineering, Computer Science, or related field
  • Minimum 8+ years technical, hands on experience with focus on various digital technologies & solutions
  • Previous experience with Cloud based contact systems (NICE/In-Contact)--
  • Previous experience with Genesys Prem and Cloud based Support
  • Familiar with TDM to IP gateways (Sonus, Cisco, Audiocodes, Paraxip, etc.)--
  • Familiar with Network Load Balancing concepts (NLB, F5)--
  • Understand requirements specific to deploying IP telephony across both Cloud, LAN and WAN architectures
  • Specialist and certified in a minimum of 2 Genesys products (i.e. Framework, Routing, SIP, Outbound, GVP, etc.)--
  • Ability to do knowledge transfers to other team members
  • The candidate should be proficient with navigating and performing basic system administration for server operating systems. Redhat Linux experience required, Windows Server knowledge a plus
  • Ability to contribute, interpret and provide feedback on engineering and architecture implementation documents
  • Ability to deliver training material to support staff
  • Excellent communicaiton skills Ideal candidate should have:--
    • Software design and development experience preferably in the fields of web and/or TCP/IP network applications programming (experience of using sockets and multithreading in any programming language will be considered a strong benefit)
    • Be familiar with modern web application technologies, such as HTML5/ECMA Script, Ajax, Comet-D, Websockets, REST and 'classic' web services--
    • The candidate should have an overall knowledge of how to configure basic network infrastructure components: TCP/IP routers, proxies, load balancers--
    • The candidate should be familiar with at least one NoSQL database, preferably Cassandra
    • The candidate should have practical experience in working and tuning of at least one of the modern Relational Database Management Systems: MSSQL, Oracle, MySQL, etc.--
    • The knowledge in Telecommunications, VoIP, computer networks design and troubleshooting is required-- #LI-MG3 Why work for us? Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home-today and in the future. Explore further . Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy. Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281 . TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives. Get the answers to the most frequently asked questions about working at Schwab and TD Ameritrade. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law (Equal Employment Opportunity policy ). Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace. We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity. The Charles Schwab Corporation provides a full range of brokerage, banking and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (member SIPC ), offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank, SSB (member FDIC and an Equal Housing Lender), provides deposit and lending services and products. Access to Electronic Services may be limited or unavailable during periods of peak demand, market volatility, systems upgrade, maintenance, or for other reasons. TD Ameritrade is an Equal Opportunity Employer. At TD Ameritrade we believe that People Matter. We value diversity and believe that it transcends all protected classes, thoughts, ideas and perspectives. Our commitment to building an inclusive culture is aimed at attracting and retaining diverse talent, clients and shareholders to the firm. It's a belief that's core to the success of our organization. TD Ameritrade, Inc., member FINRA/SIPC, a subsidiary of The Charles Schwab Corporation. TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company, Inc. and The Toronto-Dominion Bank. This site is designed for U.S. residents. Non-U.S. residents are subject to country-specific restrictions. Learn more about our services for non-U.S. residents .

Keywords: 3M Group, Phoenix , Lead CTI Production Support Engineer, Engineering , Phoenix, Arizona