Business Analyst - Contact Center Product

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
• Research application performance and generate findings to forecast key trends that require remediation
• Collaborate with team members to collect data to research in support of new initiatives in alignment with OKRs and participate in brainstorming sessions to determine key KPIs and performance metrics
• Create data visualizations through expertise in products like Tableau, Power BI, Alteryx, and other relevant BI tools
• Leverage statistical methods to interpret data and drive strategic decisions
• Translate business requirements into effective data models and follow through on data governance and data quality.
• Coordinate communication and information flow between business and technology teams

Required Qualifications:

• 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:

• Extensive knowledge and understanding of research and analysis
• 4+ years of SAS, SQL, MS SQL, Python server experience
• Ability to research and analyze data sources for daily workflow, Ad-Hoc and long-term research projects, as well as audit projects
• Experience building and modifying moderate to complex SQL queries using Teradata (SQL) against multiple enterprise databases (iCon/EIWP/Datamart)
• Experience building reports in Tableau to verify workflow completeness and working with Tableau developers to automate necessary daily reporting
• Experience collaborating with internal partners, stakeholder, audit and testing teams.
• Excellent verbal, written, and interpersonal communication skills
• Experience with Contact Center Modernization (Contact Center as a Service)
• Contact Center experience within the financial industry
• Demonstrated experience partnering with business and technology teams to evaluate moderately complex business problems
• Experience providing comprehensive technological solutions
• Experience managing backlogs and simplifying requirements for product delivery

Job Expectations:

• Ability to work on-site at one the posted work location
• Visa sponsorship is not available for this position

Location:

• 401 S Tryon St Charlotte, NC
• 1801 Park View Dr Shoreview, MN
• 2200 Concord Pike Wilmington, DE
• 401 Las Colinas Blvd W Irving, TX
• 2800 S Price Rd Chandler, AZ
• 4101 Wiseman Blvd San Antonio, TX 

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$87,000.00 - $154,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit