CCaaS Routing Implementor

Wells Fargo•Charlotte, NC

30d•$119,000 - $206,000•Hybrid

About The Position

Wells Fargo is seeking a CCaaS Routing Implementor (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. The ideal candidate brings both hands-on routing expertise and foundational telephony knowledge to bridge traditional voice systems with modern CCaaS solutions. 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 Manage and implement integrations to enterprise applications using REST API's Implementing and Administering Business Routing Rules on CCaaS Cloud Platform Lead Technical Problem -solving and troubleshooting Routing and Configurations Troubleshooting, Managing and optimization of call routing logic Scripting Proficiency in VCC/Studio and administration of Admin Console

Requirements

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
3+ years' experience in CCaaS implementation, configuration, or routing design (Five9, Genesys Cloud CX, Amazon Connect, etc)
3+ years' experience with strong foundational telephony background in IVR/Call Routing and Softphone

Nice To Haves

Experience in Five9 Cloud Contact center platform using configurations-based UI toolsets to create customer routing experiences
Demonstrated experience in IVR/ACD logic, agent skills mapping, and dynamic routing rules
Familiarity with API integrations, data mapping, and workflow automation tools
Experience working in a Financial Institution setting with complex business units and priorities
Experience in Contact Center Routing, CCaaS Routing Platform & Contact center KPI's
Excellent analytical, problem solving and organization skills
Knowledge of Cloud Change management and Change control processes

Responsibilities

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
Manage and implement integrations to enterprise applications using REST API's
Implementing and Administering Business Routing Rules on CCaaS Cloud Platform
Lead Technical Problem -solving and troubleshooting Routing and Configurations
Troubleshooting, Managing and optimization of call routing logic
Scripting Proficiency in VCC/Studio and administration of Admin Console