3 days old

Technology Manager 4

Fremont, CA 94538
  • Job Code
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application.

At Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. 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.

Wells Fargo Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure footprint; provides information security; and enables continuous banking access through in-store, online, ATM, and other channels to Wells Fargos more than 70 million global customers.

Its an exciting time to be a part of Wells Fargos Interaction Routing Team within the Enterprise Contact Technology group. This critical position will help shape and transform Wells Fargos Enterprise Contact Center Interaction Routing development space and function. You will be responsible for rolling-out new technologies, guiding the transformation to Agile, and assisting the largest Lines of Business within Wells Fargo as they strive to provide exceptional customer service within the Enterprise Contact Center space. You will manage an outstanding dedicated team of Contact Center routing development Engineers working towards a further transformation within the Contact Center space.

We are seeking a Technology Manager that has significant experience working with the Genesys set of applications and tools focusing on development. This individual will possess a keen understanding of multi-channel routing using Genesys Engage including eServices components. The ideal candidate will have a strong background in understanding the importance of the Customer Experience (CX) within a large enterprise wide contact center environment. Management of development activities that meet Lines of Business requirements but also adhere to established enterprise wide standards is key for this role.

In order to be successful in this role you will need creative troubleshooting and problem solving skills, be self-motivated, and possess excellent verbal communication skills. The individual chosen for this role will be able to interact well with Quality Assurance, Product Owners, Stakeholders, internal Business Partners, and Enterprise Contact Technology Management. The individual will also possess the ability to hire, motivate, train, and mentor dedicated Senior and mid-level Engineers. An organized individual that is familiar with assigning work and tracking tasks in addition to thinking strategically beyond the tasks of the day will excel in this role.

This position reports directly to the Enterprise Inbound Contact Center Interaction Routing Application Manager.

Key Responsibilities Include:

Design, Build, Optimize, and Support efficient Contact Center Routing logic that allows Wells Fargos largest Lines of Business provide an exceptional Customer Experience Manage a team of outstanding Interaction Routing Development Engineers Manage Custom application development efforts aligned to the Genesys PSDK and Workspace Follow a standards based approach that ensures an excellent customer experience while ensuring supportability and fault tolerance Guide multiple Agile teams towards rapid customer focused development efforts that seek to streamline an enhance the Customer Experience Ability to delegate tasks and assign and manage work efforts Ability to hire, train, mentor, and lead less experienced staff

Youve got the passion. Youve got the skills. At Wells Fargo, youll have the chance to join a team of smart and talented people who share the same values. Our goal is to attract, develop, retain and motivate the most talented people - those who care and who work together as one team to deliver innovative top quality solutions.

Required Qualifications

10+ years of technology experience3+ years of leadership or management experience, in an IT environment8+ years of experience with Genesys Engage Interaction Routing Solution2+ years of Development experience within Genesys Workspace5+ years of application development experience3+ years of leadership or management experience3+ years of leadership experience including coaching, training, or mentoring

Desired Qualifications

Excellent verbal, written, and interpersonal communication skillsAbility to interact with all levels of an organizationDevelopment experience within Genesys WorkspaceInteraction Routing Development Management experienceDevelopment experience working with Genesys Interactive Routing Designer (IRD)Development experience working with Genesys ComposerExperience tracing calls within a Genesys Routing environmentManagement experience within a Development environment

Other Desired Qualifications Understanding of the relationship of between Genesys URS and ORS and their design and usage Ability to understand low-level technical details within a world wide enterprise contact center technology environment Ability to present thoughts and ideas to groups of up to 30 either in person or over audio and video conferenceJob Expectations

Ability to work additional hours as neededAbility to travel up to 10% of the time

Street Address

AZ-Chandler: 2600 S Price Rd - Chandler, AZAZ-Tempe: 1305 W 23rd St - Tempe, AZNC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NCCA-SF-South Of Market Area: 45 Fremont Street - San Francisco, CACA-Concord: 1755 Grant Street - Concord, CANC-Raleigh: 1100 Corporate Center Dr - Raleigh, NCCA-Fremont: 3440 Walnut Ave Bldg A - Fremont, CA


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: 2020-02-14 Expires: 2020-03-15

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Technology Manager 4

Wells Fargo
Fremont, CA 94538

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