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Wells Fargo CCaaS Routing Implementor United States, North Carolina, Charlotte 835891085
Yesterday
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In this role, you will:
- Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
- Act as a key participant in providing strategic business solutions to companywide technology initiatives
- 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
- Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
- Manage and implement integrations to enterprise applications using REST API's
- Lead project or systems documentation, and monitor and manage project schedules and deliverables
- Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
- Ensure communication and information flow between business and technology teams
- 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
- Scripting Proficiency in VCC/Studio and administration of Admin Console
Required Qualifications:
- 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 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.
- Excellent analytical, problem solving and organization skills.
- Familiarity with IVR, CRM, Softphone and Business Rule Segmentation
- Knowledge of Cloud Change management and Change control processes
Job Expectations:
- Ability to work on-site at one the posted work location
Posting Location:
- Charlotte, North Carolina
- West Des Moines, Iowa
- Minneapolis, Minnesota
- Dallas/Irving, Texas
- San Antonio, Texas
Pay Range
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Wells Fargo Recruitment and Hiring Requirements:
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
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