26 days old

Contact Handling Technology QA Manager - Technology Manager 4

Flagstaff, AZ 86004
  • Job Code
Job Description

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.

Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Enterprise Finance & Information Technology offers technology and services that exceed Wells Fargo customers expectations and directly enable them to succeed financially. We interact with customers more than 12 billion times a year through in-store, online, ATM, and telephone transactions. We impact customers directly, through systems availability and security, as well as indirectly, through our business partners who offer and deliver a myriad of products and services that meet customers financial needs. We provide a competitive advantage for the company through excellence in fundamentals, integrated partnerships, and our talented and engaged team members.

Join Wells Fargo Enterprise Quality Engineering (EQE) group as a Technology Manager responsible for leading Quality Assurance (QA) testing in support of our Enterprise Contact Center technologies. The Enterprise Contact Technology team delivers solutions that allow customers to perform self-service functions through Interactive Voice Response systems and/or to interact directly with customer service and sales agents to meet their needs. The primary application area supported by this position is the Contact Handling Technologies portfolio, consisting of Customer Interaction Routing (inbound/outbound), Softphone integration, Interaction Recording and Analytics, Real-time Fraud (negative Voice Biometrics, etc.), Workforce Management, Operational Reporting and Data Marts, and collaborative services (Chat, Co-Browse) platforms.

The QA Manager role is to provide overall leadership of Quality Assurance testing for a portfolio of 30 applications. The testing for these systems crosses multiple internally developed and vendor-developed technologies and involves validation of:

  • Voice and Customer Data routing to Contact Center Agent desktops
  • Real-time and/or batch Data Feeds / Interfaces, as well as Operational Reporting, Call Recording, and Analytics tools
  • Customer Interaction technologies used in call centers, such as web chat, softphone, and co-browse.

The ideal candidate will have will have strong leadership skills and experience, significant experience with quality assurance methodologies, processes, tools and testing strategies including black box / white box testing, defect tracking lifecycle, and requirements based testing. Technical knowledge across numerous technologies is critical, with emphasis on call routing integration testing in addition to ETL and Business Intelligence/Reporting platform testing. Strong need for Test Automation and or software development experience is desired to drive the transformation of QA toward test automation. The candidate should be able to demonstrate a strong understanding of server infrastructure and application/data integration between Enterprise-scale systems. The selected candidate will work closely with the application development, line of business, other interfacing technology teams, performance testing, and regression automation teams to meet the business objectives and goals of the department.

This positions responsibilities include, but are not limited to:

Staff Management: of 30 to 40 direct/indirect personnel, including a mix of US and offshore (India & Costa Rica) Full Time Employees and contract personnel;

  • Setting clear expectations and goals for all team members, meeting regularly with team members, providing coaching as needed.
  • Distributing work assignments to match the correct skill sets, conducting productivity/performance analysis, and recruiting new staff

Sizing and Forecasting:

  • Conducting high level and detailed QA work estimates for application development initiatives
  • Developing monthly and annual budget forecasts for resources and proactively managing resource capacity and availability.

Driving the Testing Process and Deliverables:

  • Defining E2E test strategy for platforms supported, ensuring comprehensive coverage for new implementations and regression testing, and automating testing where possible
  • Ensuring work output is consistent with expectations and adheres to group standards and best practices.
  • Acting as the point of contact for escalation of issues related to QA.
  • Establishing strong partnerships with Development, Business, and interfacing QA teams.
  • Ensuring all testing deliverables are comprehensive, complete, and consistent.
  • Ensuring the delivery of quality application releases, providing appropriate risk analysis throughout the SDLC to mitigate application risks and additional costs for area of responsibility.

This position will require minimal travel and the ability to meet with team members & partners across US time zones, and weekly with team members in India via teleconference. Candidare

Required Qualifications

  • 10+ years of technology experience
  • 3+ years of leadership or management experience, in an IT environment
  • 3 + years of direct report management experience including, but not limited to, assigning tasks, conducting performance evaluations and determining salary adjustments
  • 5+ years of testing or quality assurance experience
  • 2+ years of contact center experience
  • 5 + years of automation or regression testing experience
  • 5+ years of experience delivering complex enterprise wide information technology solutions

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact with all levels of an organization
  • 3+ years of HP ALM experience
  • Knowledge and understanding of Selenium software testing framework
  • 2+ years of QTP, UFT or WinRunner experience
  • 2+ years of HP ALM experience
  • 1+ year of UNIX experience
  • Knowledge and understanding of technology testing: automation and data automation
  • Knowledge and understanding of automated regression and maintaining scripts in regression
  • Ability to develop stored procedures, views, and triggers
  • Knowledge and understanding of desktop and Windows server operating systems
  • Knowledge and understanding of technology server: side scripting
  • Knowledge and understanding of application or software and infrastructure testing activities with full project level engagement involving all aspects of SDLC and STLC (Software Development or Testing Life Cycle)
  • Ability to work effectively in virtual environment where key team members and partners are in various time zones and locations
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Knowledge and understanding of internet technologies
  • Knowledge and understanding of full suite of Contact Center technologies in a converged network environment with an emphasis on Genesys or other CTI and Call Routing platforms preferably in a large financial services environment
  • Knowledge and understanding of telephony: IVR application testing and quality assurance

Other Desired Qualifications
  • 2+ years of Genesys call system experience
  • 2+ years of Cisco UCCE experience
  • 2+ years of NICE Call Recording experience

Job Expectations

  • Ability to travel domestically and internationally

Street Address

AZ-Chandler: 2600 S Price Rd - Chandler, AZ
AZ-Chandler: 2700 S Price Rd - Chandler, AZ
AZ-PHX-Northwest Phoenix: 2222 W Rose Garden Ln - Phoenix, AZ
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
CO-Greenwood Village: 5700 Dtc Pkwy - Greenwood Village, CO


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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Contact Handling Technology QA Manager - Technology Manager 4

Wells Fargo
Flagstaff, AZ 86004

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Contact Handling Technology QA Manager - Technology Manager 4

Wells Fargo
Flagstaff, AZ

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