Contact Center Technology Business Analyst (Senior Technology Business Systems Consultant)

Wells Fargo•Shoreview, MN

3d•$87,000 - $154,000•Hybrid

About The Position

Wells Fargo is seeking a Senior Technology Business Systems Consultant in the Contact Center as a Service (CCaaS) Agent Controls product team for the Customer Interaction Workspace (CIW) softphone. This team supports the Call Center Modernization initiative to migrate the new softphone through the enterprise. As part of this effort this role will be tasked with identifying and analyze business needs, conduct requirement gathering, and define scope and objectives for companywide / business systems integrated with the technology development and infrastructure, perform user acceptance testing and partner with training /deployment and command centers to support smooth adoption in releases of the product. 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

Requirements

4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years of Product Management experience.
2+ years of Agile experience
1+ years of Call Routing Platform experience

Nice To Haves

2+ years of financial industry experience
2+ years of experience delivering complex enterprise-wide information technology solutions
Experience with Contact Center Applications such as IVR, Routing and associated systems and platforms used to drive intelligent self-service
Previously working in Product organizations
Experience with writing user stories, Features and EPICs
Working on large and complex applications with multiple stakeholders
Experience working in a dynamic agile environment, supporting applications with multiple dependencies
Leading and conceptualizing a solution for a problem statement
Experience working on Digital products in close integration with other channels (Voice Channel)
Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences

Responsibilities

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