Contact Center Modernization Migration POD Technology Lead

Wells Fargo Bank • Charlotte, NC

2d

About The Position

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 solutions—particularly 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 cost‑effective, scalable, and aligned with business requirements Analyze and evaluate complex business, operational, or technical challenges requiring in‑depth planning, direction, and problem‑solving 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 re‑engineer and optimize technical processes Collaborate with cross‑functional teams to evaluate and resolve issues, manage project schedules, and ensure delivery of agreed-upon outcomes Coordinate communication and information flow between business and technology teams to ensure alignment, transparency, and timely decision-making Serve as the primary technology point of contact for line-of-business migrations to the Contact Center as a Service (CCaaS) platform, ensuring readiness, integration, and successful transition

Requirements

• 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 non‑technical stakeholders, supporting informed decision‑making.
• Ability to triage and prioritize work based on severity, urgency, dependencies, and business impact, ensuring critical and time‑sensitive 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

Nice To Haves

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

Responsibilities

• 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 cost‑effective, scalable, and aligned with business requirements
• Analyze and evaluate complex business, operational, or technical challenges requiring in‑depth planning, direction, and problem‑solving
• 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 re‑engineer and optimize technical processes
• Collaborate with cross‑functional teams to evaluate and resolve issues, manage project schedules, and ensure delivery of agreed-upon outcomes
• Coordinate communication and information flow between business and technology teams to ensure alignment, transparency, and timely decision-making
• Serve as the primary technology point of contact for line-of-business migrations to the Contact Center as a Service (CCaaS) platform, ensuring readiness, integration, and successful transition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees