Senior Technology Business Systems Consultant

Wells Fargo & Company•San Antonio, TX

1d•Hybrid

About The Position

Wells Fargo is seeking a highly motivated and detail-oriented Senior Technology Business Systems Consultant for our customer and employee-facing Contact Center applications. This role will support Intelligent Virtual Agent (IVA) and Interactive Voice Response (IVR) systems across multiple lines of business within the company. This role is critical in bridging business needs with technical solutions, delivering innovative solutions, influencing decision-making, and ensuring seamless customer experience through automated voice platforms.

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

Nice To Haves

Bilingual (English and Spanish)
Strong research, data analysis, and problem-solving skills with a creative mindset
3–5 years of experience with Software Development Lifecycle (SDLC) and IVR systems, voice platforms, or contact center technology
Ability to partner across the organization to accomplish goals and tasks effectively
Competency in Risk and Change Management practices
Effective organizational, multi-tasking, and prioritization skills
Excellent written, verbal, and interpersonal communication skills
Experience working in Agile environments with cross-functional teams

Responsibilities

Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and business execution
Review and discuss change delivery requests with sponsor, functional leaders, and designated representatives to properly dimension problem statement, goal/desired outcome, and quantifiable benefits
Collaborate and consult with business and technology teams (agile and non-agile) to evaluate and resolve issues in order to provide technological solutions that meet business goals and timelines
Contribute to the development of systems and procedures that are both cost effective and meet the relevant business requirements
Contribute to task/action plans, issues/risks logs, and communications plans for change efforts
Identify opportunities for process improvement, servicing capabilities, and risk mitigation
Coordinate with User Acceptance Testing (UAT) team and provide production validation support, often under aggressive timelines, to ensure high-quality releases
Learn and apply knowledge of new platform capabilities, recommend design approaches, and contribute to the evolution of IVA/IVR experiences
Lead or participate in providing technology initiatives for simple to moderately complex business problems within technology business systems
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