Business Analyst - Contact Center Business Product

About this role:

Wells Fargo is seeking a Lead Technology Business Systems Consultant (Business Analyst) to support our existing Contact Center Technology Applications and assist in the Contact Center Modernization Program, including migration to a cloud-based platform. This role will work closely with Product Owners and stakeholders across the program to help achieve key business outcomes.

In this role, you will:

• Collaborate with cross-functional teams to plan, strategize, and lead product delivery in partnership with Technology and Operations.
• Partner with Product Managers to coordinate delivery on committed outcomes, ensuring transparency around risks, dependencies, and impediments.
• Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement.
• Make decisions in complex situations requiring strong domain knowledge and understanding of technology applications that influence enterprise-wide solutions.
• Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
• Research application performance, identify trends, and recommend remediation strategies.
• Analyze business requirements and develop standardized reports for stakeholders across technology and product organizations.

• 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

Required Qualifications:

• 5+ years of business analyst or product management experience
• 5+ years of experience delivering complex enterprise-wide IT solutions.
• 3+ years of Agile experience
• 5+ years of experience in Business Systems Data and Design or equivalent through work experience, training, military service, or education.

Desired Qualifications:

• 3+ years of financial industry experience.
• Experience with Contact Center applications such as IVR, routing, and self-service platforms.
• Knowledge of authentication and identification processes in contact center environments.
• Experience designing, managing, and optimizing API products for secure, scalable integration.
• Ability to conceptualize and lead solutions for complex problem statements.
• Experience leveraging call data and analytics to optimize service levels and routing strategies.
• Strong relationship-building skills across all organizational levels.

Job Expectations:

• Position will require onsite presence at one of the required locations listed below in a hybrid work schedule

• Relocation assistance is not available

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

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:

*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.