12 days old

SSA2/voice support analyst

Flagstaff, AZ 86004
  • Job Code
Job Description

At Wells Fargo, we have one goal: to satisfy our customers financial needs and help them achieve their dreams. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

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.

As part of the Integrated Technology Operations (ITO), Voice Management and Support (VMS) team, the Systems Support Analyst 2 (SSA2) primary role will be the triage, support and maintenance of multiple high availability Cisco Call Manager and Unity Connection clusters, a SONUS-based Session Border Controller (GSX9000/SBC 5xxx) environment, and a large, diverse TDM based system deployment. IP Telephony (IPT) skills are the component that we are looking to fill. Working as part of the VMS team, candidates will assume Tier 1 responsibility for problem diagnosis, troubleshooting, repair and resolution, and /or escalation of issues impacting systems and impaired user functionality. The primary function of this role will be to handle first touch issues and to train for greater responsibility. These issues include password resets, time changes, phone replacements, vendor site visits, and ticket triage.

Required Qualifications

  • 1+ year of systems support analysis experience

Desired Qualifications

  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
  • Ability to work effectively in a team environment
  • Ability to work in a fast paced deadline driven environment
  • Knowledge and understanding of Cisco UCCE
  • Knowledge and understanding of IP Telephony and networking system analysis and design including: administration, configuration and implementation
  • Knowledge and understanding of NICE Call Recording
  • Manufacturer Certifications such as; Cisco, Avaya, or Nortel
  • 1+ year of Telephony experience

Other Desired Qualifications
  • Knowledge of layer 2 telephony transports (ISDN PRI, T1, DS-3, etc) and troubleshooting
  • Avaya and/or Nortel TDM/PBX production support experience
  • Bachelors degree in Computer Science or related discipline
  • 1+ years experience supporting large multi-cluster Cisco Unified Communications Manager (CUCM) environments
  • Basic knowledge of Cisco IOS-based devices (routers, switches) as it relates to the support of telephony environments.
  • Proven ability to triage, coordinate, escalate and assist troubleshooting efforts and conference bridge lines.
  • Desire for continual growth, learning new skills/technologies and willingness to assume additional responsibilities Ability to appropriately assess risk and prioritize workload
  • This is a day position 5x8 Monday Friday. hours are 10am to 7pm
  • This position can be filed at either Tempe, AZ or Charlotte (CIC), NC. No remote work.


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.



  • Information Technology
  • Customer Service
  • Telecommunications
  • Manufacturing / Production
  • Business
  • Administrative / Clerical

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SSA2/voice support analyst

Wells Fargo
Flagstaff, AZ 86004

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