Lead Technology Business Systems Consultant - Contact Center Voice Technology

About this role:
Wells Fargo is seeking Lead Technology Business Systems Consultant Contact Center Voice Technology as part of Consumer Lending Operations.
Learn more about the career areas and lines of business at wellsfargojobs.com .
We are seeking a highly skilled Lead Technology Business Systems Consultant to drive strategic initiatives across our enterprise contact center voice technology ecosystem. In this role, you will lead the identification and analysis of business needs, define technical and functional requirements, and partner with cross-functional teams to deliver integrated, customer-focused technology solutions.
The ideal candidate brings deep expertise in contact center technologies, including CTI interfaces, Genesys, NICE connectivity applications, and Universal Softphone. You will play a key role in guiding complex contact center migrations, developing system and data requirements, and shaping technology strategies that support long-term business objectives.
This role requires strong proficiency with routing configuration tools-such as Genesys Administrator Extension (GAX) as well as experience working with Nuance and natural language technologies. You must be able to consult effectively with both technical and non-technical stakeholders, operating independently with minimal oversight while communicating complex concepts clearly and confidently.
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
• 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

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
• 3+ years of experience in CCaaS implementation, configuration, or routing design (Five9, Genesys Cloud CX, Talkdesk, Amazon Connect, etc)
• 3+ years of experience with strong foundational telephony background in IVR/Call Routing and Softphone

Desired Qualifications:

• Experience in Five9 Cloud Contact center platform using configurations-based UI toolsets to create customer routing experiences
• Demonstrated experience in IVR/ACD logic, agent skills mapping, and dynamic routing rules
• Familiarity with API integrations, data mapping, and workflow automation tools
• 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
• Knowledge of Cloud Change management and Change control processes

Job Expectations:

• Position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship
• Relocation assistance is not available for this position

Posting Locations:

• 401 S Tryon St. Charlotte, North Carolina 28202
• 300 Highway 169 S Saint Louis Park, Minnesota 55426
• 401 Las Colinas Blvd W Bldg A Irving, Texas 75039
• 4101 Wiseman Blvd Bldg 102 San Antonio, Texas 78251
• 800 S Jordan Creek Pkwy West Des Moines, Iowa 50266

Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.
$119,000.00 - $206,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs 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

Posting End Date:
24 Feb 2026
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.