Introduction to Wells Fargo and the Role
Wells Fargo, a leading financial services company with approximately $1.9 trillion in assets, is seeking an experienced Telephony Architect and Senior Business Execution Consultant to join its Customer Excellence Data and Analytics (CEDA) team. As a renowned organization that supports employees' career aspirations and growth, Wells Fargo offers a unique opportunity for professionals to make a significant impact. Ranked #2 on the 2023 LinkedIn Top Companies list and #1 among financial services companies, Wells Fargo is the ideal workplace for those looking to grow their careers.
About the Customer Excellence Data and Analytics (CEDA) Team
The CEDA team is Wells Fargo's leading data and analytics organization, focusing on solving business problems, finding actionable insights, proactively mitigating risk, and enabling operational excellence. As part of the Strategy, Transformation, and Automated Controls (STAC) team within CEDA, the successful candidate will play a crucial role in leading strategic priorities, data as a "product," and transformation office supporting all analytical functions within CEDA. The STAC team is responsible for analytics development and business strategies focused on contact center operational efficiencies, quality controls, and risk mitigation in near-real-time for enhanced customer and team member experiences.
Key Responsibilities
The Telephony Architect and Senior Business Execution Consultant will be responsible for:
- Solutioning, implementing, and testing new or enhanced features within ECR telephony spaces
- Identifying and recommending opportunities for process improvement, redesign, change management initiatives, and risk control development in contact center telephony processes
- Supporting contact center telephony functions or operations for multiple business groups and contributing to large-scale strategic initiatives
- Researching moderately to complex contact center technology needs, operational, and strategic initiatives that require basic knowledge of organizational strategy and business execution to effectively complete projects
- Ensuring efficiency, quality, cost-effectiveness of solutions, and pipeline management relating to assigned operations
- Working independently to make recommendations for support functions by providing support and leadership
- Assisting in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience
- Collaborating and consulting with team leaders in developing project plans, policies, and procedures in contact center spaces
- Providing leadership in management of relationships and implementation of programs, services, and initiatives with cross-functional business partners
Essential Qualifications
To be successful in this role, the candidate should have:
- 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications
The ideal candidate will have:
- Experience with real-time capabilities within contact center technology
- Understanding of contact center technology, including phone routing, email channels, chat, and various systems of record across the Enterprise
- Knowledge and understanding of telephony: architecture, standards, and practices in a call/contact center environment
- Knowledge and understanding of telephony: technologies and functions in a call/contact center environment
- Knowledge and understanding of telephony: training or practical understanding of routing and switching concepts
- Experience with system support, EACOs, and working with contact center technology teams
- Experience with contact center as a service efforts within or external to Wells Fargo
- Ability to identify, research, and solution simple to complex technology and reporting requirements
- Experience with modeling or NLP capabilities – Speech or Text analytics
Skills and Competencies
The successful candidate will possess:
- Strong analytical and problem-solving skills
- Excellent communication and leadership skills
- Ability to work independently and collaboratively as part of a team
- Strong understanding of contact center technology and operations
- Ability to identify and mitigate risks
- Strong project management skills
- Ability to adapt to changing priorities and deadlines
Career Growth Opportunities and Learning Benefits
At Wells Fargo, we are committed to the growth and development of our employees. As a Telephony Architect and Senior Business Execution Consultant, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A supportive and collaborative work environment
- Recognition and reward for outstanding performance
- Access to a wide range of employee benefits and programs
Work Environment and Company Culture
Wells Fargo is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of:
- Respect and empathy for all employees
- A commitment to diversity, equity, and inclusion
- A focus on employee well-being and work-life balance
- A culture of innovation and continuous learning
- A strong sense of community and social responsibility
Compensation, Perks, and Benefits
Wells Fargo offers a competitive salary and a comprehensive benefits package, including:
- Health and wellness programs
- Retirement savings plans
- Paid time off and holidays
- Employee recognition and reward programs
- Access to exclusive employee discounts and perks
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Telephony Architect and Senior Business Execution Consultant position. With its commitment to diversity, equity, and inclusion, comprehensive benefits package, and opportunities for career growth and development, Wells Fargo is the ideal workplace for those looking to make a significant impact. Apply now and take the first step towards a rewarding new role.
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