About this role:

Wells Fargo is seeking a Contact Center Technology Business Analyst (Senior Technology Business Systems Consultant ) to join the Contact Center as a Service (CCaaS) Intelligent Voice Assistant/Routing Product Team. Learn more about career areas and lines of business at wellsfargojobs.com .

In this role, you will:

Lead or participate in providing technology initiatives for simple to moderately complex business problems within technology business systems
Contribute to the development of systems and procedures that are both cost effective and meet the relevant business requirements
Evaluate moderately complex business, operational, or technical challenges that require an in-depth evaluation of planning and direction conducted to resolve complex business problems
Partner with business and technology teams to evaluate moderately complex business problems and lead a team to provide comprehensive technological solutions
Act as an internal consultant within technology and business groups by using quality tools and process definition or improvement to re-engineer technical processes
Collaborate and consult with business and technology teams to evaluate and resolve issues in order to provide technological solutions and manage both project schedules and deliverables
Coordinate communication and information flow between business and technology teams

Required Qualifications, US:

4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Experience in contact management technologies across voice and chat
Understanding of IVR/IVA and call routing platforms, including the ability to maintain and configure customer experiences
Analytical skills with a focus towards problem solving and identifying areas of improvement
Demonstrated team collaboration across resources from the business, technology, and architecture
Experience working in financial products across card products, lending, and banking
Experience using data driven analysis through SQL queries and other data tools to help drive decisions
Demonstrated technical acumen to allow for independent analytical research
Experience with Agile methodology as it relates to product delivery
Strong analytical skills with high attention to detail and accuracy
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Ability to consult, build, and maintain solid working relationships across all organizational levels

Job Expectations:

Ability to travel up to 10% of the time

Job Posting Locations:

301 S Tryon St, Charlotte, NC 28282

1801 Park View Dr, Minneapolis, MN 55126

2700 S Price Rd, Phoenix, AZ 85286

4101 Wiseman Blvd, San Antonio, TX 78251

1301 Solana Blvd, Dallas, TX 76262

7000 Vista Dr, Des Moines, IA 50266

7711 Plantation Rd, Roanoke, VA 24019

2200 Concord Pike, Wilmington, DE 19803

This position is not eligible for Visa sponsorship.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

Drug and Alcohol Policy

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

Contact Center Technology Business Analyst

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