Lead Technology Business Systems Consultant – Contact Center Voice Technology

Wells Fargo Bank•Charlotte, NC

7h•Hybrid

About The Position

Wells Fargo is seeking Lead Technology Business Systems Consultant Contact Center Voice Technology as part of Consumer Lending Operations. Learn more about the career areas and lines of business at wellsfargojobs.com . We are seeking a highly skilled Lead Technology Business Systems Consultant to drive strategic initiatives across our enterprise contact center voice technology ecosystem. In this role, you will lead the identification and analysis of business needs, define technical and functional requirements, and partner with cross‑functional teams to deliver integrated, customer‑focused technology solutions. The ideal candidate brings deep expertise in contact center technologies, including CTI interfaces, Genesys, NICE connectivity applications, and Universal Softphone. You will play a key role in guiding complex contact center migrations, developing system and data requirements, and shaping technology strategies that support long-term business objectives. This role requires strong proficiency with routing configuration tools—such as Genesys Administrator Extension (GAX) as well as experience working with Nuance and natural language technologies. You must be able to consult effectively with both technical and non‑technical stakeholders, operating independently with minimal oversight while communicating complex concepts clearly and confidently.

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
3+ years of experience in CCaaS implementation, configuration, or routing design (Five9, Genesys Cloud CX, Talkdesk, Amazon Connect, etc)
3+ years of experience with strong foundational telephony background in IVR/Call Routing and Softphone

Nice To Haves

Experience in Five9 Cloud Contact center platform using configurations-based UI toolsets to create customer routing experiences
Demonstrated experience in IVR/ACD logic, agent skills mapping, and dynamic routing rules
Familiarity with API integrations, data mapping, and workflow automation tools
Experience working in a Financial Institution setting with complex business units and priorities
Experience in Contact Center Routing, CCaaS Routing Platform & Contact center KPI's
Excellent analytical, problem solving and organization skills
Knowledge of Cloud Change management and Change control processes

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