Contact Center Traffic and Scheduling Analyst jobs in Charlotte, NC

About this role:

Wells Fargo is seeking a Contact Center Routing Implementor to help design, build, and launch the routing platforms for our new Enterprise Level Cloud-Based Contact Center. Learn more about the career areas and lines of business at wellsfargojobs.com.

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
• Implementing and Administering Business Routing Rules on CCaaS Cloud Platform
• Designing, configuring and implementing routing strategies for large scale business units
• Lead Technical Problem -solving and troubleshooting Routing and Configurations

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 Cloud provider solutions, using configurations based UI toolsets to create customer routing experiences. With experience in Genesys, AWS, Five9, NICE cloud based applications.
• Familiarity or Understanding of Routing Rules Engine
• 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 3 days a week on-site at one the posted work location
• Up to 10% of possible travel time

Locations:

• 401 S Tryon St Charlotte, NC
• 1301 Solana Blvd Bldg 1 Fl 1-3 Irving, TX
• 4101 Wiseman Blvd Bldg 102 San Antonio, TX
• 400 HIGHWAY 169 S Minneapolis, MN

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 Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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.