Lead Technology Business Systems Consultant (Cloud Contact Center)

Wells Fargo•Minneapolis, MN

2d•$119,000 - $206,000•Hybrid

About The Position

About this role: Wells Fargo is seeking a 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. You will play a critical role in delivering strategic technology solutions for enterprise-wide initiatives. This position requires a strong blend of business analysis, technical expertise, and leadership to support complex projects impacting cross-functional business and technology teams. You will collaborate closely with Product Owners, CCaaS router teams, and other stakeholders to design, implement, and optimize contact center routing solutions on cloud platforms. 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 Implementing and Administering Business Routing Rules on F9 Cloud Platform Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement

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

Nice To Haves

4+ years of combined business and technical experience working with Cloud Contact Center platforms
Proven ability to design, build, and implement advanced routing solutions for large-scale contact centers
Hands-on experience implementing, configuring, and supporting leading CCaaS vendors such as Five9 (F9), Genesys, and NICE
Background in working within financial institutions, managing complex business units and priorities
Expertise in Contact Center Routing, CCaaS routing platforms, and analysis of Contact Center KPIs
Exceptional analytical, problem-solving, and organizational skills with a strong attention to detail
Familiarity with Conversational IVR, CRM systems, softphone technologies, and business rule segmentation
Comprehensive knowledge of Cloud-based CCaaS applications for call routing and business rule administration
Proficiency in Contact Center technologies, including call routing, segmentation rules, omni-channel solutions, and softphone integrations
Experience with Five9 applications such as VCC and Studio for designing, implementing, and configuring routing logic

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
Implementing and Administering Business Routing Rules on F9 Cloud Platform
Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement