Lead Technology Business Systems Consultant (Contact Center Technology Product Owner)

About this role :

Wells Fargo is seeking a Lead Technology Business Systems Consultant (Product Owner for Contact Center) to help support our existing Contact Center Technology Applications and assist in the transformation to a new cloud-based platform.

In this role, the Product Owner will be tasked with leading a team to realize the organization's business outcomes. This role sits within the Consumer, Small & Business Banking Operations group and will be reporting into Technology Business Systems Senior Manager.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will :

• Lead cross functional teams within the product to plan, strategize, and execute the delivery of our product value in close collaboration with Technology and line of business stakeholders.
• Provide operational support for the existing Brokerage IVR.
• Play the role of a Product Owner for specific product team(s) and or product area(s) on permanent or interim basis or as identified by the Product Manager.
• Partner with Product Management and stakeholders to support product delivery, coordinating delivery on committed outcomes and ensuring transparency to risks, dependencies and impediments.
• Define Requirements (writing epics, features, and user stories) based on business analysis, agile development (act as a product owner), coordinate testing support (SIT and UAT), production rollout support (planning and deployment validation), and Change enablement.
• Support the product by assisting in interpreting enterprise and technology requirements, changes in requirements, updates to product tools, and risk management.
• Partner with peer Product Owners, enablement team members, and stakeholders to care for change readiness, communications and identify training needs.
• Strategically collaborate and consult with peers, colleagues, and mid-level to senior managers to understand and resolve issues and achieve business goals.

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 Interactive Voice Response (IVR) experience

Desired Qualifications :

• 3+ years of experience delivering complex enterprise-wide information technology solutions
• Experience with Contact Center Applications such as IVR and Routing systems or platforms
• Experienced working in Product organization in the capacity of a Product Owner delivering
• software / application development changes aligned to the Software Development Lifecycle (SDLC)
• 3+ years of Agile experience
• 3+ years of financial industry experience
• 2+ years of Product management experience
• Experience creating user epics, features, stories in Jira
• Experience working on large and complex applications with multiple stakeholders
• Experience working in a dynamic agile environment, supporting applications with multiple dependencies
• Experience with leading and conceptualizing a solution for a problem statement
• Experience with dealing with data and performing necessary analytics to conceptualize a project helping realize a business benefit
• Experience working on Digital products in close integration with other channels (Voice Channel, Digital, CRMs)

Job Expectations :

• Hybrid working environment that would require working in the office 3 days in a week.
• Ability to work on-site at one the posted work location

Posting Locations :

• Charlotte, North Carolina
• Minneapolis, Minnesota
• Dallas / Irving, Texas
• San Antonio, Texas
• Phoenix, Arizona
• West Des Moines, Iowa

Required location(s) listed above. Relocation assistance is not available for this position.

This position is not eligible for Visa sponsorship.

Posting End Date : 8 Jul 2024

8 Jul 2024

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.

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.

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.