Wells Fargo ยท 1 day ago
Lead Technology Business Systems Consultant (Cloud Contact Center)
CHARLOTTE, NC
Full-time
Hybrid
Senior Level, Lead/Staff
$119K/yr - $206K/yr
5+ years expWells Fargo is seeking a Lead Technology Business Systems Consultant to help design, build, and launch the routing platform for their new Enterprise Level Cloud-Based Contact Center on the Five9 Platform. The role involves delivering strategic technology solutions, collaborating with various teams, and optimizing contact center routing solutions on cloud platforms.
BankingFinancial ServicesFinTechInsurancePayments
No H1B
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
Implementing and Administering Business Routing Rules on F9 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
Qualification
Required
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
Preferred
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 (F9), Genesys, and NICE
Background in working within financial institutions, managing complex business units and priorities
Expertise in Contact Center Routing, CCaaS routing platforms, and analysis of Contact Center KPIs
Exceptional analytical, problem-solving, and organizational skills with a strong attention to detail
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 Contact Center technologies, including 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
Benefits
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
Company
Wells Fargo
Wells Fargo & Company is a financial services firm that provides banking, insurance, investments, and mortgage services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-10-06IPO
Leadership Team
Charlie Scharf
CEO
Fernando Rivas
CEO of Corporate & Investment Banking
Recent News
2026-01-08
The Real Deal
2026-01-08
2026-01-07
Company data provided by crunchbase