Senior Tech Bus Systems Consultant
Wells Fargo
This job is no longer accepting applications
See open jobs at Wells Fargo.See open jobs similar to "Senior Tech Bus Systems Consultant" Out for Undergrad.Job Overview:
The Telecom Expert will be responsible for creating, maintaining, updating, and planning strategic roadmaps for our internal voice infrastructure. This role will oversee the transition from our current Genesys platform to a new CCaaS (Contact Center as a Service) solution. The ideal candidate will have extensive experience in telecom systems, strategic planning, and project management.
In this role you will do:
Strategic Planning: Develop and maintain strategic roadmaps for the internal voice infrastructure, ensuring alignment with business goals and technological advancements.
Transition Management: Lead the transition from Genesys to a CCaaS platform, ensuring minimal disruption to service and optimal performance.
Infrastructure Management: Oversee the design, implementation, and maintenance of voice infrastructure, including hardware, software, and network components.
Call Routing Optimization: Ensure efficient and effective call routing to IT service desk agents, optimizing for performance and user experience.
Project Leadership: Manage telecom projects from inception to completion, including budgeting, scheduling, and resource allocation.
Vendor Coordination: Work closely with telecom vendors to evaluate, select, and implement solutions that meet our requirements.
Performance Monitoring: Monitor and analyze system performance, identifying and resolving issues to maintain high availability and reliability.
Documentation and Training: Develop comprehensive documentation and provide training to support staff on new systems and processes.
Required Qualifications:
4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Education: Bachelor’s degree in Telecommunications, Information Technology, or a related field.
Experience:
Minimum of 5 years of experience in telecom systems management, with a focus on voice infrastructure.
Proven experience in transitioning telecom platforms, particularly from Genesys to CCaaS.
Strong knowledge of telecom systems, including VoIP, PBX, and call routing technologies.
Excellent project management skills, with the ability to lead complex projects.
Strong analytical and problem-solving abilities.
Effective communication and interpersonal skills.
Ability to work independently and as part of a team.
Design and develop IVR menus, call flows, and voice prompts to ensure seamless customer interactions.
Collaborate with stakeholders to understand business requirements and translate them into effective IVR solutions.
Integrate IVR with CRM, CTI, and other systems to enhance customer engagement and data analysis.
Test, troubleshoot, and optimize IVR performance to minimize errors, reduce transfers and improve first call resolution.
Analyze call data and provide insights to improve IVR efficiency, customer satisfaction, and agent productivity.
Ensure IVR compliance with industry regulations, such as PCIDSS and GDPR.
Stay UpToDate with industry trends, best practices, and new technologies to continuously improve IVR capabilities.
Provide training and support to contact center agents on IVR functionality and usage.
Develop and maintain documentation of IVR configurations, workflows, and processes.
Participate in project planning, execution, and delivery to ensure successful IVR implementations.
Participate in planning, implementation, and migration to CCaaS in future.
Strong understanding of IVR software and platforms (e.g., Genesys, Avaya, Cisco, CCaaS).
Excellent analytical, problem-solving, and communication skills.
Experience with contact center operations, customer service principles, and CRM systems.
Ability to work in a fast paced environment, prioritize tasks effectively, and meet deadlines.
Certifications like CCNA Voice, Genesys Certified Professional, or Avaya Certified Specialist (desired).
Knowledge of speech recognition, natural language processing, and machine learning.
Experience with cloud based IVR solutions and APIs.
Shift Timings : Rotational
Preferred Qualifications:
Certification in telecommunications or related fields.
Experience with major CCaaS platforms.
Familiarity with IT service desk operations.
Posting End Date:
26 Aug 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.
This job is no longer accepting applications
See open jobs at Wells Fargo.See open jobs similar to "Senior Tech Bus Systems Consultant" Out for Undergrad.