Lead Technology Business Systems Consultant (Telephony)

About this role:
Wells Fargo is seeking a highly skilled and experienced Lead Technology Business Systems Consultant (Telephony) to join the HRIT Team within Enterprise Functions Technology. The Human Resource Information Technology (HRIT) team provides technology support for the security of applications and processes within the EFT (Enterprise Functions Technology) organization, including payroll, benefits, learning and recruiting. The Enterprise Functions Technology (EFT) group provides technology solutions and support for Risk, Audit, Finance, Marketing, Human Resources, Corporate Properties, and Stakeholder Relations business lines. In addition, EFT provides unique technology solutions and innovation for Wells Fargo Technology, Enterprise Shared Services, and Enterprise Data Management. This combined portfolio of applications and tools are continually engineered to meet the challenges of stability, security, scalability, and speed.
The ideal candidate will be responsible for leading the development and implementation of technical solutions that meet business requirements. This role involves collaborating with various departments, including IT, marketing, and customer service, to ensure seamless integration and functionality of systems.
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
• Ensure communication and information flow between business and technology teams
• Collaborate with cross-functional teams to gather and analyze business requirements.
• Develop and maintain documentation for system processes and configurations.
• Provide technical guidance and support to team members and stakeholders.
• Ensure systems are compliant with industry standards and regulations.
• Troubleshoot and resolve technical issues in a timely manner.
• Conduct regular system audits and performance assessments.
• Stay updated with the latest industry trends and technologies.

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:

• A working knowledge of Telephony IVR platforms (e.g., Genesys, NICE).
• Familiarity with reporting tools such as Genesys CCPulse.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Exceptional analytical skills.
• An understanding of call routing and queuing strategies.
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Experience with system integration and project management.
• Proficiency in relevant software and tools.
• Knowledge of industry standards and best practices.
• Familiarity with system auditing and compliance.

Job Expectations:

• This position is not eligible for Visa sponsorship.
• This position offers a hybrid work schedule.
• Relocation assistance is not available for this position
• Ability to travel up to 5% of the time

Posting End Date:
24 Jul 2025
*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.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
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To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
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