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Apps System Engineer 6 - Technical Team Lead

Wells Fargo

San Francisco, CA
Job Code:
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Job Details

Job Description

Provides leadership and recommends technology direction for Contact Handling Technologies (CHT) within ECT, and will have indirect impact to organization-wide objectives. Works on complex problems where analysis of situations or data requires an evaluation of numerous factors. Establishes and recommends changes to policies which affect work units indirectly managed. Erroneous decisions or failure to achieve goals results in additional costs, staff, and delays in overall schedules. Interacts with external Contact Center vendors, internal Customers, and functional peer group managers.

This specific position will have indirect responsibility for driving Risk and Regualtory impacts to all technologies within CHT, and will work directly with Design Engineers within each of three technology teams within CHT. This includes, but is not limited to, Genesys, Cisco UCCE, Nice Call Recording and Analytics, WFM, Aspect Unified IP dialer, Collaboration tools, CC Reporting, and Empirix as well as all other potential industry competitors in the contact center environment. In addition, the Apps Systems Engineer 6 Technical Team lead will need to understand all the integration intricacies of the aformentioned vendor applications, across the contact center ecosystem and will be a key partner to our architecture teams and technology owners inside and outside of ECT.

This leader will need to partner very closely with technology managers within Contact Handling Technologies, and senior contact center business strategy leaders. Some responsibilities include:

  • Acting in the highest level technical role as an individual contributor and/or team lead for the most complex computer applications and/or application initiatives
  • Utilizing a thorough understanding of available technology, tools, and existing designs
  • Working on the most complex problems where analysis of situations or data requires evaluation of intangible variance factors
  • Planning, performing, and acting as the escalation point for the most complex platform designs, coding, and testing
  • Leading the most complex multiple modeling, simulations, and analysis efforts
  • Acting as expert technical resource to engineering staff in the program development, testing, and implementation process
  • Participate in the selection and onboarding of new team members and contractors as appropriate
  • Collaborating with vendors and internal sizing and design teams to develop labor and vendor expense estimates in support of project sizings
  • Serve as an escalation point for engineer, customer or partner concerns
  • Acts as a lead in providing application design guidance and consultation, utilizing a thorough understanding of applicable technology, tools and existing designs
  • Serve as a focal SME representing all CHT teams in JAD, JAR sessions
  • Regularly interact with CBT and Infrastructure Architecture
  • Analyzes highly complex business requirements, designs and writes technical specifications to design or redesign complex computer platforms and applications
  • Ensures application design specs are standard and current across all CHT applications
  • Provides coding direction to less experienced staff or develops highly complex original code
  • Verifies program logic by overseeing the preparation of test data, testing and debugging of programs
  • Oversees overall systems testing and the migration of platforms and applications to production
  • Develops new documentation, departmental technical procedures and user guides
  • Assures quality, security and compliance requirements are met for supported area and oversees creation of or updates to and testing of the business continuation plan

Required Qualifications

  • 10+ years of application development and implementation experience
  • 3+ years of leadership or management experience
  • 7 + years of technology management experience supporting integration activities
  • 8+ years contact center technology and engineering experience

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills
  • 3+ years of Cisco UCCE experience
  • 7+ years of Genesys call system experience
  • Knowledge and understanding of NICE Call Recording
  • Ability to facilitate or host complex design discussions and drive results
  • Ability to direct and oversee escalated technical troubleshooting and complex analysis efforts for prompt recovery of major issues
  • Ability to turn preliminary or ambiguous information, ideas, or problems into well-defined plans and solutions
  • Knowledge and understanding of network configuration
  • Knowledge and understanding of Softphone
  • Knowledge and understanding of workforce management software packages such as: IEX, workforce Management, Blue Pumpkin, or Exametric

Other Desired Qualifications
  • 3+ years technical experience in Aspect contact center applications and/or outbound dialing solutions
  • 3+ years of Cisco Unified Communications Manager (CUCM) experience
  • 5+ years of technical design experience
  • 3+ years of Sonus experience

Job Expectations

  • Flexibility to work in a 24/7 environment, including weekends and holidays
  • Must be able to attend training and off-site office events outside office hours
  • Ability to travel domestically and internationally
  • Ability to work nights, weekends, and/or holidays as needed or scheduled


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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