Wells Fargo is seeking a Lead Technology Business Systems Consultant to help design, build, and launch the routing platform for our new Enterprise Level Cloud-Based Contact Center on Five9 Platform.
Requirements
5+ years of Business Systems Data and Business Systems Designing experience
Experience designing, building, and implementing routing solutions for large scale contact centers
Experience in Five9 Cloud Contact center platform using configurations-based UI toolsets to create customer routing experiences
Experience working in a Financial Institution setting with complex business units and priorities
Experience in Contact Center Routing, CCaaS Routing Platform & Contact center KPI's
Familiarity with IVR, CRM, Softphone and Business Rule Segmentation
Knowledge of Cloud Change management and Change control processes
Responsibilities
Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
Manage and implement integrations to enterprise applications using REST API's
Implementing and Administering Business Routing Rules on CCaaS Cloud Platform
Lead Technical Problem -solving and troubleshooting Routing and Configurations
Troubleshooting, Managing and optimization of call routing logic
Other
Ability to work on-site at one the posted work location
5+ years of experience
Excellent analytical, problem solving and organization skills
Ability to work in a team environment
Ability to communicate effectively with business and technology teams
