Lead Business Execution Consultant-AI Telephony Testing Lead

Wells Fargo•Chandler, AZ

3d•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. The enterprise-facing role shapes the quality strategy for the Contact Center Modernization program and influences delivery of Agent Controls and Customer Relationship Management capabilities. The position collaborates 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. These 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 transforms the testing operating model for AI-enabled solutions; leads validation, governance, and UAT; coordinates teams and resources; improves testing automation and practices; and provides quality oversight through testing data, metrics, defect trends, and release-readiness reporting. The role follows applicable risk and compliance programs, policies, procedures, escalation practices, and governance requirements. 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 testing as needed. Relocation benefits are unavailable, and the position is not eligible for visa sponsorship.

Requirements

At least 5 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination.
At least 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.
At least 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.
Ability to define enterprise test strategies and lead automation, efficiency, and technology-delivery roadmaps.
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.
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 presenting testing results, risks, and recommendations to technical and nontechnical audiences.

Responsibilities

Establish scalable testing strategies, governance, controls, policies, and procedures for AI-enabled solutions from planning through production.
Serve as the AI testing lead and escalation point, guiding cross-functional teams through validation, risk, release-readiness, and adoption decisions.
Lead UAT to protect business outcomes, strengthen operational readiness, and support adoption of AI capabilities.
Oversee end-to-end testing governance, including plans, data, test cases, results, defect management, and controls.
Manage product, technology, line-of-business, and third-party stakeholders, and collaborate with leaders on project plans and priorities.
Coordinate UAT SMEs, analysts, and business partners; assess capacity, resolve staffing concerns, and align resources with program priorities alongside resource and testing leaders.
Expand automation, optimize offshore capacity, standardize repeatable testing practices, and mentor junior team members.
Provide quality oversight through accurate Jira and Octane data, testing metrics, defect trends, and release-readiness reporting.
Support applicable risk and compliance programs, policies, procedures, monitoring, governance, and escalation requirements.
Travel up to 15% and support weekend or after-hours UAT testing as needed.