Lead Technology Business Systems Consultant Agent Controls and Live Chat

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 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. 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. Apply tot his job Apply To this Job