About this role:

Wells Fargo is seeking a CCaaS Routing Implementor (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.

The ideal candidate brings both hands-on routing expertise and foundational telephony knowledge to bridge traditional voice systems with modern CCaaS solutions.

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
• Manage and implement integrations to enterprise applications using REST API's
• Implementing and Administering Business Routing Rules on CCaaS Cloud Platform
• Lead Technical Problem -solving and troubleshooting Routing and Configurations
• Troubleshooting, Managing and optimization of call routing logic
• Scripting Proficiency in VCC/Studio and administration of Admin Console
• Review, approve and manage Control Sharing Agreements, perform shared control testing, document maintenance and archive/retention for shared controls & Support Controls procedure testing
• Monitor team activities for conformance to controls; coaching, awareness, communicate policy updates. Special attention to product, Privacy, RSNIP/NDIP and TCPA disclosures, callback consent. Perform Control walk-through evaluations of control procedures with Risk oversight teams

Required Qualifications:

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

Desired Qualifications:

• 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

Job Expectations:

• Position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Posting Locations:

• 401 S Tryon St. Charlotte, North Carolina 28202
• 300 Highway 169 S Saint Louis Park, Minnesota 55426
• 401 Las Colinas Blvd W Bldg A Irving, Texas 75039
• 4101 Wiseman Blvd Bldg 102 San Antonio, Texas 78251
• 800 S Jordan Creek Pkwy West Des Moines, Iowa 50266

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.