Sr Specialist, Software Development & Engineering

Charles Schwab India; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

EPF & Gratuity

Health insurance

Education assistance

Paid time off

Mental health support

Childcare support

Transportation & meals

Job summary

Charles Schwab India is seeking specialists for the Contact Center Technology team in Hyderabad. You will help ensure availability and reliability of core contact center systems, supporting voice applications, IVR, and CTI while collaborating with development and release teams.

You will monitor, troubleshoot, and resolve live issues, contributing to a values-driven, growth-focused environment backed by a Fortune 500 company. This is an opportunity to impact millions of clients daily.

Qualifications

• Three+ years of production support for voice applications including IVR and CTI.
• Strong problem solving, communication, and interpersonal skills.
• Experience with Splunk and contact center technologies.

Responsibilities

• Troubleshoot issues impacting contact center reps and telephone calls.
• Assist with production application problem resolution and data collection.
• Maintain knowledge of IVR, CTI, VOIP, and monitoring systems.
• Support and maintain Schwab’s contact center platforms across channels.

Skills

Voice applications

IVR

Genesys

CTI Softphone

VoIP

Contact Center Cloud

Problem solving

Communication

Tools

Splunk

Cresta Service AI

NICE inContact Cloud

Job description

Schwab Description

At Charles Schwab, our purpose is simple: we championclient’sgoals with passion and integrity. Guided by honesty, mutualrespectand a commitment to doingwhat’sright, we bring innovation, education, and service together to help shape financial futures. Our people are the foundation of our success - they approach their work with curiosity and collaboration, coming together to create solutions that make a meaningful impact for clients and communities. As we expand into India, we are bringing this same culture of inclusion, learning, and opportunity to new talent. Joining us means becoming part of a global team where your work matters and your future can take shape.

Schwab India Description

Our Hyderabad location is central to Schwab’s growth, bringing together talented people and technology to drive innovation,scaleand efficiency. Here, you will work alongside teams who create solutions that support millions of clients every day. The work you do is more than daily operations -it’sa chance to experiment, learn, and build within avalues-driven, supportive environment. This is a unique opportunity to be part of our early growth phase and shape something new, backed by the stability and strength of a Fortune 500 company. Your impact begins on day one, and your contributions will help define our future in the region.

Your opportunity

Schwab Description

At Charles Schwab, our purpose is simple: we championclient’sgoals with passion and integrity. Guided by honesty, mutualrespectand a commitment to doingwhat’sright, we bring innovation, education, and service together to help shape financial futures. Our people are the foundation of our success - they approach their work with curiosity and collaboration, coming together to create solutions that make a meaningful impact for clients and communities. As we expand into India, we are bringing this same culture of inclusion, learning, and opportunity to new talent. Joining us means becoming part of a global team where your work matters and your future can take shape.

Schwab India Description

Our Hyderabad location is central to Schwab’s growth, bringing together talented people and technology to drive innovation,scaleand efficiency. Here, you will work alongside teams who create solutions that support millions of clients every day. The work you do is more than daily operations -it’sa chance to experiment, learn, and build within avalues-driven, supportive environment. This is a unique opportunity to be part of our early growth phase and shape something new, backed by the stability and strength of a Fortune 500 company. Your impact begins on day one, and your contributions will help define our future in the region.

Role Description

The Contact Center Technology (CCT) SAVE team supports the availability, stability, and reliability of systems that enable Contact Center Services. The team monitors and restores service for business-critical applications, partners with development and release teams, and drives rapid recovery during disruptions to minimize client and representative impact.

What you have

Key Responsibilities

• Troubleshoot issuesimpactingContact Center representatives’ ability to receive and make telephone calls.
• Assistwith production application issue resolution by troubleshooting and collecting data for debugging and triage.
• Maintain working knowledge of Contact Center applications, including error handling, alarming, and monitoring.
• Maintain Schwab’s current Contact Center platforms in IVR, Voice, Chat, and Email arenas.

Required Qualifications

• At least three years of production support experience with voice applications including IVR, Genesys Voice, CTI Softphone, VoIP, and Contact Center Cloud Technology.
• Good problem-solving, decision-making, communication, and interpersonal skills with poise under pressure.
• NICE inContact Cloud and Cresta Service AI knowledge.
• Ability to troubleshoot and resolve technical issues using practices that support live applications.
• Experience with Splunk queries for troubleshooting and collaboration with third-party solution providers.

Preferred Qualifications

• Conducts analysis, evaluates factors, and influences decisions with insights.
• Ensures stakeholders have the information needed for informed decisions.
• Identifiesprocess improvement opportunities and implements creative solutions.
• Builds credibility throughexpertise, transparency, confidentiality, and quality communication.
• Applies specializedexpertiseto support initiatives thatoptimizeperformance andproducesconcise documentation.

What’s in it for you

At Schwab India, you’re empowered to shape your future. We support your growth through meaningful work, continuous learning, and a culture rooted in trust and collaboration – so you can build the skills to make a lasting impact. Our benefits are designed to care for your wellbeing, your family, and your long-term financial security.

Our Base Benefits, Wellbeing, And Total Rewards Include

• Competitive compensation and retirement programs including Employee Provident Fund (EPF), Gratuity, and optional National Pension System (NPS) contributions
• Robust Paid Time Off, including annual/privilege leave, sick and casual leave, public holidays, maternity/paternity leave, and more
• Education assistance for continued learning to help you grow
• Comprehensive medical insurance with Outpatient Department (OPD) services, including vaccination, pharmacy, dental, and vision coverage
• Annual reimbursement for health check-ups and mental health support through our Employee Assistance Program (EAP)
• Childcare (creche) reimbursement for eligible employees
• Transportation and meal benefits that support your day-to-day work
• Group life, personal accident, and critical illness insurance