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About this role:

Wells Fargo is seeking a Senior Technology Business Systems Consultant in the Contact Center as a Service (CCaaS) Agent Controls product team for the Customer Interaction Workspace (CIW) softphone. This team supports the Call Center Modernization initiative to migrate the new softphone through the enterprise. As part of this effort this role will be tasked with identifying and analyze business needs, conduct requirement gathering, and define scope and objectives for companywide / business systems integrated with the technology development and infrastructure, perform user acceptance testing and partner with training /deployment and command centers to support smooth adoption in releases of the product.

In this role, you will:

• Lead or participate in providing technology initiatives for simple to moderately complex business problems within technology business systems
• Contribute to the development of systems and procedures that are both cost effective and meet the relevant business requirements
• Evaluate moderately complex business, operational, or technical challenges that require an in-depth evaluation of planning and direction conducted to resolve complex business problems
• Partner with business and technology teams to evaluate moderately complex business problems and lead a team to provide comprehensive technological solutions
• Act as an internal consultant within technology and business groups by using quality tools and process definition or improvement to re-engineer technical processes
• Collaborate and consult with business and technology teams to evaluate and resolve issues in order to provide technological solutions and manage both project schedules and deliverables
• Coordinate communication and information flow between business and technology teams

Required Qualifications:

• 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Product Management experience.
• 2+ years of Agile experience
• 1+ years of Call Routing Platform experience

Desired Qualifications:

• 2+ years of financial industry experience
• 2+ years of experience delivering complex enterprise-wide information technology solutions     
• Experience with Contact Center Applications such as IVR, Routing and associated systems and platforms used to drive intelligent self-service
• Previously working in Product organizations
• Experience with writing user stories, Features and EPICs
• Working on large and complex applications with multiple stakeholders
• Experience working in a dynamic agile environment, supporting applications with multiple dependencies
• Leading and conceptualizing a solution for a problem statement
• Experience working on Digital products in close integration with other channels (Voice Channel)
•  Understanding of IVR/IVA and call routing platforms and softphone (UI), including the ability to maintain and configure customer experiences

Job Expectations:

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

Locations:

• 401 S Tryon St. - CHARLOTTE, North Carolina 28202-1675
• 800 S Jordan Creek Pkwy. - West Des Moines, Iowa 50266
• 5950 Rice Creek Pkwy. - SHOREVIEW, Minnesota 55126
• 2800 S Price Rd. - CHANDLER, Arizona 85286

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.

$87,000.00 - $154,000.00

Posting End Date:

29 Jan 2026

*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.