Lead Business Execution Consultant-AI Telephony Testing Lead

Wells Fargo Bank • Chandler, AZ

2d • Hybrid

About The Position

Wells Fargo is seeking a Lead Business Execution Consultant to provide strategic leadership for testing AI-powered telephony and digital solutions across a large-scale contact center. This enterprise-facing role will shape the quality strategy for the Contact Center Modernization program and influence the delivery of Agent Controls and Customer Relationship Management capabilities.

The position works with business, product, technology, operations, data science, risk, compliance, and model governance teams to oversee testing and release readiness for contact center and customer relationship management solutions. Capabilities include conversational AI, real-time agent assistance, speech analytics, transcription and summarization, and intelligent routing. The work supports reliable implementation, workforce productivity, and positive customer outcomes.

The role establishes and leads testing strategies, governance, controls, policies, and procedures from planning through production. It provides accountable UAT leadership, oversees end-to-end testing governance, coordinates cross-functional teams and resources, advances automation and repeatable testing practices, and provides quality oversight through testing data, metrics, defect trends, and release-readiness reporting. The position is hybrid, based at one of the listed Chandler, Arizona or Irving, Texas locations, and may require travel up to 15% and weekend or after-hours UAT support as needed. Relocation benefits are unavailable, and the position is not eligible for visa sponsorship.

Requirements

• 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination of these.
• 3+ years of contact center AI-powered voice and digital solutions technology implementation experience, including intent accuracy, multi-turn context, response quality, safe behavior, and human-agent handoffs.
• 5+ years leading or managing testing for large-scale enterprise implementations.

Nice To Haves

• Deep expertise in contact center technologies, including IVR, conversational AI, omnichannel journeys, routing, telephony/softphone, cloud platforms, and back-end integrations.
• Demonstrated ability to define enterprise test strategies and lead automation, efficiency, and technology-delivery roadmaps.
• Strong development and test automation skills using AI-agent tools, Python, Playwright, Hammer, Cyara, APIs, GitHub Copilot, and CI/CD practices.
• Experience in Agile product delivery and advanced knowledge of Jira, Octane, or comparable test management tools.
• Proven ability to influence stakeholders, communicate complex concepts to senior leaders, and drive outcomes across matrixed business and technology teams.
• Strong written and verbal communication skills, including the ability to present testing results, risks, and recommendations clearly to technical and nontechnical audiences.

Responsibilities

• Transform the testing operating model for AI-enabled solutions by establishing scalable strategies, governance, controls, policies, and procedures from planning through production.
• Serve as the AI testing lead and escalation point, guiding cross-functional teams through complex validation, risk, release-readiness, and adoption decisions.
• Provide accountable UAT leadership to protect business outcomes, strengthen operational readiness, and enable adoption of AI capabilities.
• Lead end-to-end testing governance, ensuring complete and auditable plans, data, test cases, results, defect management, and controls.
• Manage product, technology, line-of-business, and third-party stakeholders; collaborate with leaders to develop project plans and align priorities.
• Coordinate UAT SMEs, analysts, and business partners, partnering with resource and testing leaders to assess capacity, resolve staffing concerns, and align resources to program priorities.
• Expand automation, optimize offshore capacity, standardize repeatable testing practices, and mentor junior team members to accelerate delivery and improve quality.
• Provide quality oversight through accurate Jira and Octane data, testing metrics, defect trends, and release-readiness reporting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed