5 days old

Leader of Contact Center Technology Engineering

Charlotte, NC 28202
  • Job Code
Job Description

Wells Fargo Technology
Technology at Wells Fargo is at the heart of what enables us to satisfy our customers financial needs and help them succeed financially. The Wells Fargo Technology (WFT) team leads technology for one of the highest market cap financial services institutions in the world, helping 76.6 million customers conduct an average of 95 million transactions each day, helping more end-customers every day both in the United States and across the globe than any other division in our company.

WFT team helps customers directly every time they do business with the company, delivering a true One Wells Fargo experience and ensuring their security, regardless of channel. WFT also helps customers by remaining trusted partners working with all lines of business to develop and deliver value-added products and services. To do this, WFT draws on the talents and motivation of thousands of technology team members across the enterprise. Altogether, WFT manages worldwide technology for more than 8,700 stores and 12,500 ATMs larger than Starbucks and The Gap combined.

WFT is one of the countrys largest and most innovative information technology groups. WFTs more than 20,000 talented team members keep Wells Fargo at the forefront of Americas diversified financial services companies. The technology team members set IT strategy, deliver systems software design and development, and provide Wells Fargo global customers round-the-clock banking access through in-store, online, ATM, mobile device, and telephone transactions. They serve customers directly through systems availability and security, as well as indirectly, through internal business partners who deliver a wide range of financial products and services.

One subgroup of WFT is Consumer and Small Business Banking Technology (CSBBT), a customer-focused organization that delivers the next generation of digital offerings; enables innovation to develop new customer experiences and products; and enhances digital channels, branches, contact centers, and ATM technologies.

CSBBT is made up of the following technology groups, that support the product and services lines of business aligned to their technology platforms:

Consumer Banking and Services Technology Enterprise Contact Technology Deposits, Operations, and Debit Card Technology Consumer Digital Technology

As Wells Fargo and its Contact Center transforms itself the supporting technology groups must evolve to enable that transformation.

This specific area will be focused on all aspects of Contact Center Engineering, a key enabler for ALL Contact Center Technology elements, including integration diverse of Contact Center Technology Products. The direct team will include 7-10 senior technical leaders including multiple scrum teams delivering to all areas of Contact Center Technology.

The Contact Center Operations Technology Management leader will ensure all components of Contact Center Technology - Digital, Call Routing, Interactive Voice, Call Recording, Call Transcription and operational technology integrate with each other in a seamless manner. As an enabler, this leader will ensure that this team transforms into an automated integration function. This team will build, maintain and deploy this experience in partnership with Contact Center Operations, Product teams and design teams.

This leader and this technology team will engineer key elements of technology to automate and build efficiencies from point solutions to seamlessly integrated, CLOUD ready solutions.

Position Responsibilities and Expected Outcomes

Manage and develop the tools, utilities and integrate CLOUD provider capabilities to manage the business of the Contact Center. Identify and build these capabilities for the Consumer Bank, Wholesale Bank, Wealth and Investment Management and Consumer Lending. Work with cross functional contact center leadership Product, Innovation, PMO, Customer relationship and management peers, and architects across the Wells Fargo Technology to evolve the Contact Center Operations. Identify, develop and groom talent with direct and indirect reporting teams.

When successful the deliverables from this technology team will ensure the following

Build required APIs and SDKs to integrate with a diverse technology landscape and vendor products. Build key monitoring capabilities for a niche functional space in technology. Build needed automation to integrate and implement DevOps for Vendor products, a key challenge. Build Robotic Process Automation to automate Contact Center Business processes and technology processes including optimized routing of customer calls. Build needed Micro-services and Event Streaming capabilities for easy integration and communication between contact center and non-contact center technology products, including potential CLOUD based products.

Location: Charlotte, NC; Phoenix, AZ; San Francisco, CA; New York, NY

Required Qualifications

12+ years of application development and implementation experience7+ years of management experience in technology

Desired Qualifications

Experience managing all application development efforts within a medium-size line of businessExperience effectively interacting with a variety of contacts, primarily with others at the executive level

Other Desired Qualifications 12+ years of experience leading highly technical teams and deliverables across diverse technology environments 9+ years of executive leadership experience managing a complex technology organization of large scale, including senior managers, managers, individual contributors and vendor resources across multiple global locations Experience managing complex, diverse technology portfolios including CRM and customer Information systems portfolio Demonstrated capability building automation with Ansible, robotic process automation with Blue Prism and other capabilities Demonstrated capability building and deploying Microservices and Event Streaming capabilities for the purpose of contact center technology integration. Demonstrated capability with building cloud-native and cloud-ready applications to ensure Wells Fargo can leverage capabilities from Contact-Center-as-a-Service Providers Experience managing vendor relationship and aligning vendor and internal roadmaps Broad understanding of application and infrastructure architecture domains Proven track record influencing large technology transformations Experience working with APIs and application integration experience leveraging Messaging, SOAP, Web-services etc. Experience in working in a DevOps / DevSecOps agile environment Experience forming and driving Agile adoption Ideal Technology Qualifications 6+ years of relevant work experience 5+ years of experience leading and managing project teams API development experience Advanced skills in Java/C++, R, Python, etc Experience using Microservices Frameworks like Spark, Grails, JHipster etc. Experience with Event Stream Processing services like Apache Kafka, ksqlDB etc. In depth technical knowledge or one or more programming languages such as Java, Angular, JQuery, HTML, JavaScript, Node JS, React JS, or others Solid understanding of modern Web and Mobile development and delivery strategies preferred Scaled Agile Framework (SAFe) experience a plus Prior significant experience leading complex technology initiatives in a large and dynamic segment of financial services Demonstrated vendor negotiation and partnership skills along with experience working with technology offshore vendor relationships Demonstrated prior experiences in effective engagement with senior executives and external regulators Ability to effectively drive and lead change in an organization with Wells Fargos size, scale and complexity Demonstrated experience in building, leading, developing and retaining a high performing team of leaders, strong technical experts and high performing professionals in a cultural environment that achieves results through team member engagement and satisfaction Demonstrated ability to manage a large portfolio of technology efforts across several major lines of business and effectively partner/influence at the senior executive level Strong knowledge and understanding of the financial, operational, technical and regulatory drivers impacting a complex and dynamic global technology environment Ability to manage the complex and diverse applications portfolio Proven experience as a highly effective leader with credibility from demonstrating strong business and technology acumen Highly effective decision-making/critical thinking/problem solving skills with a collaborative and results oriented leadership style Develop technology strategy, operating model & roadmaps with clear objectives and aligned with business, enterprise and technology strategies Broad experience across multiple areas of technology including one or more of architecture, infrastructure and application development with strong understanding of leading edge as well as legacy and distributed technologies to effectively Demonstrated ability to consult with key business partners and translate complex, technical concepts so that they are clearly understood along with the ability to effectively partner and influence at the senior executive level Demonstrated experience motivating and influencing groups or individuals across organizational boundaries to gain trust and confidence to make timely decisions Proven experience in establishing a vision, developing the strategy to support the vision, gaining consensus across key functional leadership through effective communication, and driving action towards the vision through the effective management of goals and objectives Excellent communication (oral and written) with ability to communicate at multiple levels ranging from technologists to senior managers and executive leadership Strong commitment to diversity and inclusionDisclaimer

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.



Posted: 2020-05-22 Expires: 2020-06-21

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Leader of Contact Center Technology Engineering

Wells Fargo
Charlotte, NC 28202

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