Contact Center Senior Software Engineer

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role :

Wells Fargo is seeking a Contact Center Senior Software Engineer to join our team, working with tried-and-true contact center technologies while learning, and eventually transitioning to, a leading-edge cloud-based Contact Center solution.

You will be working with a cross-functional team of engineers to develop, test and implement enhancements and brand-new services and experiences to all of Wells Fargo's customers via the contact center.

The ideal candidate will have a strong technical background in automation, particularly Empirix Hammer Call Master, as well as have solid background with IVR (Interactive Voice Response) and call routing quality assurance methodologies, processes, tools, and testing strategies.

In this role, you will :

• Lead moderately complex initiatives and deliverables within technical domain environments
• Contribute to large scale planning of strategies
• Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments
• Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures
• Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements
• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals
• Lead projects and act as an escalation point, provide guidance and direction to less experienced staff
• Assist in the migration of legacy applications to a cloud-based solution

Required Qualifications :

• 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following : work experience, training, military experience, education
• 2+ years of experience in a QA role specifically testing contact center applications.

Desired Qualifications :

• Experience in call center applications, such as CTI, IVR, Call Routing and Web Services / Restful Microservices
• Experience with Quality Assurance Testing : writing test cases, performing QA for all changes withing the scrum team - Nuance IVR & Genesys CTI
• Experience with Testing Automation and automation tools such as Empirix Hammer Call Master
• Experience with Java development
• Experience working with the Agile methodology
• Experience with writing and executing test cases in HP ALM or Octane
• Experience working with Jira
• Familiarity with Five9 VCC & Studio
• Familiarity Google DialogFlow CX
• Familiarity with Google Webhooks
• Experience with Financial Products and Services

Job Expectations :

• This position is not eligible for Visa sponsorship
• Ability to work on-site at approved location
• Relocation assistance is not available

Posting End Date : 28 Sep 2024

28 Sep 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.

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.