Your Opportunity
Do you want to be part of an enterprise data solutions organization managing over 4+ petabytes of data and powering the next-generation analytics and operational data platforms for a leading financial firm with over $10 trillion in assets under management?
At Schwab, the Operational Data Exchange (ODX) organization owns the strategy, architecture, implementation, delivery, and support of enterprise operational data platforms. These platforms are mission-critical to the Contact Center's ongoing modernization, supporting large-scale application transformations (e.g., movement from Genesys to NICE), increased adoption of AI-driven capabilities, and customer experience optimization.
We are seeking a Sr. Manager in a Technical Delivery Lead capacity to provide hands-on technical leadership across the Contact Center Data Exchange portfolio. This is a critical position and is responsible for ensuring that Contact Center data platform modernization keeps pace with application transformation and AI initiatives. The ideal candidate brings recent hands-on engineering experience, strong architectural judgment, and the ability to communicate complex technical topics clearly to senior leadership.
What you'll do:
- Own end-to-end technical delivery for Contact Center operational data platforms, ensuring reliability, scalability, and alignment with evolving business priorities.
- Provide technical leadership for the modernization of Contact Center data architecture, supporting application migrations, AI-driven capabilities, and real-time operational data use cases.
- Lead the Oracle DB migration from on-prem to GCP, driving cloud-native design, resilience, performance optimization, and cost efficiency.
- Design and oversee scalable batch and streaming data pipelines using Java, Spring, Kafka-based technologies, and GCP native services (Cloud Run, GKE, Cloud Functions, Pub/Sub, Cloud SQL, Cloud Storage).
- Establish and enforce engineering best practices for coding standards, CI/CD, data quality, reliability, security, and observability.
- Maintain hands-on involvement in solution design and complex problem-solving while providing technical direction to engineers across onshore and offshore teams.
- Partner closely with Contact Center business leaders, platform teams, and upstream application owners to define data contracts, integration patterns, and delivery roadmaps.
- Act as a technical liaison to senior leadership, clearly communicating risks, tradeoffs, modernization progress, and platform health.
- Proactively identify and mitigate technical debt, delivery risks, and scalability constraints that could impact AI enablement or customer experience outcomes.
- Support production operations by driving root-cause analysis, improving platform stability, and reducing incident recurrence through architectural improvements.
- Lead, coach, and develop engineering managers and senior engineers, fostering a culture of accountability, inclusion, and continuous improvement.
- Own talent strategy for the Contact Center Data Exchange domain, including hiring, onboarding, performance management, career development, and succession planning.
- Set clear expectations and goals for teams, aligning individual development plans with organizational outcomes and delivery commitments.
- Build sustainable delivery capacity by strengthening leadership bench, improving execution predictability, and promoting strong team ownership across the portfolio.
What you have
Required Qualifications
- 15+ years of recent, hands-on data engineering experience, with a strong focus on real-time data ingestions, APIs, and distributed systems.
- 5+ years of technical leadership experience, owning delivery for complex, business-critical platforms.
- 5+ years of people leadership experience, leading multiple cross-functional engineering teams.
- Demonstrated experience in building scalable data ingestion frameworks to acquire and integrate data from diverse source systems in real-time, near real-time, and batch modes into operational data stores and enterprise data warehouses for downstream consumption.
- Strong understanding of data modeling and storage strategies optimized for both operational and analytical use cases, including designing data structures that support reporting, low-latency access, and high-performance analytics.
- Hands-on experience leveraging AI-assisted development tools (e.g., Copilot or similar) to accelerate engineering productivity, automate code generation and testing, and drive measurable improvements in developer efficiency and delivery timelines.
- Deep expertise with Java, Spring (Boot/Batch), REST APIs, Microservices, and SQL.
- Strong public cloud experience (3+ years), with preference for GCP and cloud-native architecture patterns.
- Hands-on experience with streaming technologies such as Kafka, Pub/Sub, Kinesis, or RabbitMQ.
- Proven experience leading large-scale data platform migrations or modernization initiatives.
- Strong CI/CD experience using tools such as GitHub, Jenkins, Bamboo, Bitbucket, and automated testing frameworks.
- Demonstrated ability to communicate effectively with senior leadership, including presenting technical strategies, risks, and outcomes to non-technical audiences.
- Recent hands-on experience is required-this role is expected to actively engage in design, troubleshooting, and critical technical decisions.
- Demonstrated success building and scaling high-performing engineering organizations with strong retention and engagement.
Preferred Qualifications
- Contact Center domain experience, particularly within a data organization, supporting platforms such as NICE, Cresta, or similar ecosystems.
- Experience supporting AI-enabled operational use cases, real-time analytics, or intelligent routing systems.
- Experience with Operational Data Stores / Exchanges, enterprise data integration, and high-availability data platforms.
- Working knowledge of data warehousing concepts, Informatica IDMC / Power Center, or similar ETL technologies.
- Prior experience serving as a technical lead for distributed, cross-geography teams.