Wells Fargo
Lead Technology Business Systems Consultant Agent Controls and Live Chat
Wells Fargo, Wilmington, Delaware, us, 19894
About this role:
Wells Fargo is seeking a Contact Center Technology Business Analyst (Lead Technology Business Systems Consultant) to join the Contact Center as a Service (CCaaS) Agent Controls and Live Chat Team.
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
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
Desired Qualifications:
Experience in contact management technologies across Voice and Chat
Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences
Knowledge of the RCSA Risk Management Framework
Knowledge of the Enterprise Third Party Risk Management framework
Ability to consult, build, and maintain solid working relationships across all organizational levels
Demonstrated team collaboration across resources from business, technology, and architecture
Experience in problem solving & analysis working with end users to solicit requirements and current state analysis
Experience in Agile methodology as it relates to product delivery, user story writing / creation – ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria
Experience working in financial products across card products, lending, and banking
Demonstrated technical acumen to allow for independent analytical research
Strong analytical skills with high attention to detail and accuracy
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Advanced Microsoft Office (especially Excel and PowerPoint) skills
Job Expectations:
Ability to travel up to 10% of the time
Posting Locations:
301 S Tryon St, Charlotte, NC 28282
1801 Park View Dr, Minneapolis, MN 55126
2700 S Price Rd, Phoenix, AZ 85286
4101 Wiseman Blvd, San Antonio, TX 78251
1301 Solana Blvd, Dallas, TX 76262
7000 Vista Dr, Des Moines, IA 50266
7711 Plantation Rd, Roanoke, VA 24019
2200 Concord Pike, Wilmington, DE 19803
Salary Range
Minneapolis, MN - $119,000 - $187,000
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.
$119,000.00 - $206,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees.
Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement
Posting End Date:
12 Sep 2025
*****
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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.
Req Number:
R-483835
Wells Fargo is seeking a Contact Center Technology Business Analyst (Lead Technology Business Systems Consultant) to join the Contact Center as a Service (CCaaS) Agent Controls and Live Chat Team.
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
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
Desired Qualifications:
Experience in contact management technologies across Voice and Chat
Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences
Knowledge of the RCSA Risk Management Framework
Knowledge of the Enterprise Third Party Risk Management framework
Ability to consult, build, and maintain solid working relationships across all organizational levels
Demonstrated team collaboration across resources from business, technology, and architecture
Experience in problem solving & analysis working with end users to solicit requirements and current state analysis
Experience in Agile methodology as it relates to product delivery, user story writing / creation – ability to create detailed user stories from the perspective of the user while detailing all requirements in acceptance criteria
Experience working in financial products across card products, lending, and banking
Demonstrated technical acumen to allow for independent analytical research
Strong analytical skills with high attention to detail and accuracy
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Advanced Microsoft Office (especially Excel and PowerPoint) skills
Job Expectations:
Ability to travel up to 10% of the time
Posting Locations:
301 S Tryon St, Charlotte, NC 28282
1801 Park View Dr, Minneapolis, MN 55126
2700 S Price Rd, Phoenix, AZ 85286
4101 Wiseman Blvd, San Antonio, TX 78251
1301 Solana Blvd, Dallas, TX 76262
7000 Vista Dr, Des Moines, IA 50266
7711 Plantation Rd, Roanoke, VA 24019
2200 Concord Pike, Wilmington, DE 19803
Salary Range
Minneapolis, MN - $119,000 - $187,000
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.
$119,000.00 - $206,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees.
Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement
Posting End Date:
12 Sep 2025
*****
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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.
Req Number:
R-483835