Contact Center Modernization Migration POD Technology Lead

Wells Fargo is seeking a Senior Technology Business Systems Consultant to support and deliver technology solutions that enable business outcomes across contact center and enterprise platforms. This role partners closely with business product and technology teams to analyze complex challenges and translate them into scalable solutionsparticularly in support of the migration of our Lines of Business to the new Contact Center as a Service (CCaaS) platform.

In this role you will:

• Lead or participate in technology initiatives that address complex business problems with innovative technology solutions
• Contribute to the design and evolution of systems processes and procedures that are costeffective scalable and aligned with business requirements
• Analyze and evaluate complex business operational or technical challenges requiring indepth planning direction and problemsolving
• Partner with business and technology stakeholders to assess needs define requirements and lead delivery of comprehensive technical solutions
• Act as an internal consultant by applying quality tools process definition and continuous improvement practices to reengineer and optimize technical processes
• Collaborate with crossfunctional teams to evaluate and resolve issues manage project schedules and ensure delivery of agreedupon outcomes
• Coordinate communication and information flow between business and technology teams to ensure alignment transparency and timely decisionmaking
• Serve as the primary technology point of contact for lineofbusiness migrations to the Contact Center as a Service (CCaaS) platform ensuring readiness integration and successful transition

Required Qualifications:

• 4 years of Business Systems or Data experience or equivalent demonstrated through one or a combination of the following: work experience training military experience or education.
• Demonstrated ability to translate complex technical and architectural topics into simplified actionable insights for executive and nontechnical stakeholders supporting informed decisionmaking.

Desired Qualifications:

• Experience with contact center concepts and terminology (e.g. routing queues ACD IVR workforce management)
• Knowledge of SaaS applications cloudbased platforms and common connectivity or integration patterns (APIs eventbased integrations middleware)
• Foundational understanding of core Computer Science principles including systems design data flows and basic architecture concepts

Job Expectations:

• Ability to triage and prioritize work based on severity urgency dependencies and business impact ensuring critical and timesensitive issues are addressed promptly
• Demonstrated agility in reprioritizing tasks and adjusting plans in response to changing conditions while maintaining delivery commitments
• Coordinate across technology product QA UAT DevOps infrastructure and vendor teams to ensure smooth delivery and alignment to timelines
• Track delivery progress dependencies risks and issues; drive mitigation plans to closure; and escalate appropriately to ensure successful outcomes

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit Market Financial Crimes Operational Regulatory Compliance) which includes effectively following and adhering to applicable Wells Fargo policies and procedures appropriately fulfilling risk and compliance obligations timely and effective escalation and remediation of issues and making sound risk decisions. There is emphasis on proactive monitoring governance risk identification and escalation as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates including women persons with disabilities aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process visitDisability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.