Senior Business Systems Analyst for Technology Solutions

1 week ago


Charlotte, North Carolina, United States WELLS FARGO BANK Full time
About this position:

Wells Fargo is seeking a Senior Technology Business Systems Consultant to be part of the Contact Center as a Service (CCaaS) Agent Controls Product Team. This role involves a variety of responsibilities that are crucial for the development and implementation of technology solutions.

Key Responsibilities:
  • Lead intricate projects aimed at enhancing desktop and agent experience solutions that have a significant impact across various business and technology sectors.
  • Actively participate in delivering strategic business solutions for company-wide desktop and agent experience initiatives, including CRM, authentication, and usability.
  • Conduct thorough research and analysis to address complex business challenges, providing expert knowledge in technology initiatives.
  • Make informed decisions in multifaceted situations that require a deep understanding of domain and technology applications, influencing enterprise-wide technology strategies.
  • Perform detailed analysis, contribute to design efforts, and prepare documentation regarding the current and future state of the product.
  • Collaborate with business and technology teams to devise comprehensive technological solutions for intricate business issues.
  • Oversee and execute testing phases for new releases, both pre-production and production.
  • Work closely with internal partners to troubleshoot and resolve production challenges.
Essential Qualifications:
  • 5+ years of experience in Business Systems Data and Business Systems Design, or equivalent demonstrated through a combination of work experience, training, military experience, and education.
Preferred Qualifications:
  • Familiarity with CRM systems, usability, and product vision.
  • Experience in designing IVR or desktop applications using leading industry tools.
  • Knowledge of contact center technology and its domain.
  • Experience with financial products, including card products, lending, and banking.
  • Proven ability to consult effectively with both technical and non-technical internal and external business partners.
  • Demonstrated technical proficiency to facilitate independent analytical research.
  • Experience with Agile methodologies in relation to product delivery.
  • Ability to collaborate effectively across various functional, operational, and business lines.
  • Self-motivated with the capability to work independently with minimal supervision.
  • Excellent communication skills, with the ability to convey complex information to a diverse audience.
  • Strong attention to detail and accuracy.
  • Capacity to prioritize tasks, meet deadlines, achieve objectives, and perform under pressure in a dynamic and complex environment.
  • Ability to consult, build, and maintain solid working relationships across all organizational levels.
Job Expectations:
  • Ability to work on-site at the designated work location.
We Value Diversity

At Wells Fargo, we are committed to diversity, equity, and inclusion in the workplace. We welcome applications from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran, or any other status protected by applicable law.

Employees are expected to support our focus on building strong customer relationships while maintaining a risk-mitigating and compliance-driven culture, which is essential for the success of our customers and the company.

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