Lead Technology Business Systems Consultant (Cloud Contact Center)

About this role:

Wells Fargo is seeking a Lead Technology Business Systems Consultant to help design, build, and launch the routing platform for our new Enterprise Level Cloud-Based Contact Center on Five9 Platform. Learn more about the career areas and lines of business at wellsfargojobs.com.

You will play a critical role in delivering strategic technology solutions for enterprise-wide initiatives. This position requires a strong blend of business analysis, technical expertise, and leadership to support complex projects impacting cross-functional business and technology teams. You will collaborate closely with Product Owners, CCaaS router teams, and other stakeholders to design, implement, and optimize contact center routing solutions on cloud platforms.

In this role, you will:

• Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
• Act as a key participant in providing strategic business solutions to companywide technology initiatives
• Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
• Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
• Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
• Lead project or systems documentation, and monitor and manage project schedules and deliverables
• Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
• Ensure communication and information flow between business and technology teams
• Implementing and Administering Business Routing Rules on F9 Cloud Platform
• Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement

Required Qualifications:

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

Desired Qualifications:

• 4+ years of combined business and technical experience working with Cloud Contact Center platforms
• Proven ability to design, build, and implement advanced routing solutions for large-scale contact centers
• Hands-on experience implementing, configuring, and supporting leading CCaaS vendors such as Five9 (F9), Genesys, and NICE
• Background in working within financial institutions, managing complex business units and priorities
• Expertise in Contact Center Routing, CCaaS routing platforms, and analysis of Contact Center KPIs
• Exceptional analytical, problem-solving, and organizational skills with a strong attention to detail
• Familiarity with Conversational IVR, CRM systems, softphone technologies, and business rule segmentation
• Comprehensive knowledge of Cloud-based CCaaS applications for call routing and business rule administration
• Proficiency in Contact Center technologies, including call routing, segmentation rules, omni-channel solutions, and softphone integrations
• Experience with Five9 applications such as VCC and Studio for designing, implementing, and configuring routing logic

Job Expectations:

• Position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Posting Locations:

• 401 S Tryon St. Charlotte, North Carolina 28202
• 300 Highway 169 S Saint Louis Park, Minnesota 55426
• 401 Las Colinas Blvd W Bldg A Irving, Texas 75039
• 4101 Wiseman Blvd Bldg 102 San Antonio, Texas 78251
• 800 S Jordan Creek Pkwy West Des Moines, Iowa 50266

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.

$119,000.00 - $206,000.00

Benefits

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