Lead Technology Business Systems Analyst

5 days ago


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

Wells Fargo is seeking a highly skilled Senior Business Systems Consultant to join the Contact Center as a Service (CCaaS) Agent Controls Product Team.

Key Responsibilities
  • Lead complex initiatives to provide desktop and agent experience solutions with broad impact for cross-functional businesses and technology teams.
  • Act as a key participant in providing strategic business solutions to company-wide desktop and agent experience initiatives, including CRM, authentication, and usability.
  • Define, lead detailed research, and evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives.
  • Make decisions in highly complex and multifaceted situations requiring a solid understanding of domain and technology applications, and which influence company-wide technology solutions.
  • Provide analysis, contribute to design, and prepare documentation around the current and future state of the product.
  • Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems.
  • Lead and execute pre-production and production testing for new releases.
  • Collaborate with internal partners to help address and resolve production issues.
Requirements
  • 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
Desired Qualifications
  • Experience working with CRM systems, usability, and product vision.
  • Design experience with IVR or desktop application using leading industry tools.
  • Contact center technology and domain experience.
  • Experience working in financial products across card products, lending, and banking.
  • Experience consulting effectively with internal and external business partners who are technical and non-technical.
  • Demonstrated technical acumen to allow for independent analytical research.
  • Experience with Agile methodology as it relates to product delivery.
  • Ability to partner effectively across functional, operational, and business lines.
  • Self-starter with the ability to operate independently with minimal oversight.
  • Excellent communication skills and the ability to articulate complex material to a diverse audience.
  • Strong attention to detail and accuracy.
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
  • Ability to consult, build, and maintain solid working relationships across all organizational levels.

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