Lead Technology Business Systems Consultant (Cloud Contact Center)

Position Overview

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 the Five9 Platform. You will play a critical role in delivering strategic technology solutions for enterprise-wide initiatives through a blend of business analysis, technical expertise, and leadership. In this role, 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. This opportunity offers a hybrid work schedule and is not eligible for Visa sponsorship with no relocation assistance available.

Key Responsibilities

• Lead complex initiatives to provide technological solutions with broad impact across cross-functional businesses and technology teams
• Act as a key participant in delivering strategic business solutions for companywide technology initiatives
• Evaluate highly complex business problems and offer subject matter expertise for technology initiatives
• Define and lead research on business and technology requests to develop efficient and accurate functional requirements
• Make decisions in multifaceted situations requiring deep understanding of domain and technology applications
• Lead project or systems documentation while monitoring and managing project schedules and deliverables
• Collaborate with business and technology teams to deliver comprehensive technological solutions for complex problems
• Ensure effective communication and information flow between business and technology teams
• Implement and administer Business Routing Rules on the Five9 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

Required Qualifications

• 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstration through work experience, training, military experience, or education

Preferred Qualifications

• 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, Genesys, and NICE
• Experience within financial institutions managing complex business units and priorities
• Expertise in Contact Center Routing, CCaaS routing platforms, and analysis of Contact Center KPIs
• 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 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

Compensation

$119,000.00 - $206,000.00

Benefits & Perks

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement