About this role:

Wells Fargo is seeking a talented, highly skilled Technology Principal Software Engineer to join our dynamic team and spearhead the transformational next generation GenAI and Agentic powered Contact Center Solution. You will be working with cross functional teams to develop innovative, mission-critical, massively scalable solutions with best-in-class cloud technology and platforms that offer differentiated user experience to all our customers.

In this role, you will:

• Strategically engage with all levels of professionals and managers across the enterprise and serve as an expert advisor to leadership, lead design, application development with multiple scrum teams and vendors, in one or more sub domains, to create massively scalable, mission critical and highly available Contact Center solutions.
• Lead the GenAI and Agentic strategy , design, implementation and integration from vendor , Gen AI model providers, Gen AIi platforms with Wells Fargo applications and CRMs in addition to integration with CCaaS
• Lead the strategy and resolution of complex technology, highly complex and unique challenges requiring in-depth evaluation across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking.
• Provide technical leadership including foundational reusable frameworks as well as network, deployment, information security, database, operating systems and cloud technologies for highly complex business and technical needs across multiple groups.
• Lead the design, architecture, and development of hybrid and public cloud conversational AI solutions, ensuring they align with the company's strategic goals and user experience objectives, thereby providing vision, direction and expertise to leadership on implementing innovative and significant CCaaS business solutions.
• Collaborate closely with cross-functional teams, including product managers, and UX designers, translating business requirements into technical specifications and creating engineering designs, guide development, contribute to complex areas of development, and own and guide the technical non-functional aspects of the solution.
• Maintain knowledge of industry best practices and new technologies and recommends innovations that enhance operations or provide a competitive advantage to the organization and drive technical innovation within the technology organization.
• Mentor and guide a team of talented engineers, fostering a culture of collaboration, continuous learning, and high-quality deliverables.
• Be an evangelist of best in class engineering practices, promoting efficiency, acceleration of development while uplifting the engineering community. Champion best practices and drive its adoption across sub domains and while influencing the entire product by collaborating with other Principal engineers and teams.
• Create high level, low-level designs, enterprise end to end flows, design API and UX and microservices, lead complex integrations between the contact center components and firm’s ecosystems such as Authentication, Fraud, CRMs, internal systems and vendor solutions.
• Conduct technology evaluation, design, code, performance, resiliency and DevOps pipeline reviews, identify areas for improvement, and enforce coding standards to ensure the highest level of software craftsmanship.
• Guide the full life cycle development including best in class practices that cover technical risk, dependency, deployment and monitoring of Contact Center systems while optimizing for performance, reliability, scalability and improve solutions for the firm and customers.
• Collaborate with stakeholders to understand user feedback and iterate on product enhancements, ensuring the solution delivers an exceptional user experience.
• Provide vision, direction and expertise to leadership and teams by spearheading and implementing innovative and significant business solutions via PoCs, Cloud Parties and developing critical/core aspects.
• Strategically engage with and influence all levels of software members, leadership, product, business and project management across the enterprise and serve as a catalyst for increasing efficiency.

Required Qualifications, US:

• 7+ years of engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 7+ years of software development experience
• 7+ years of proficiency in modern Cloud native development and Cloud based solution delivery (eg Java, Python with Eventing)
• 5+ years of expertise in real-time domains (e.g., Contact Center technologies)
• 5+ years of lead experience mentoring junior engineers
• 2+ years of solid understanding of modern Telephony and audio/video/data protocols WebRTC and SIP integrations
• 1+ years of hands-on experience with GenAI, Agentic, or ML projects

Desired Qualifications:

• Excellent communication skills, with the ability to collaborate effectively across teams.
• Experience in CCaaS architetcure, designs and implementation at firm wide scale
• Experience with Cloud - Public and hybrid with services and compute, storage and build of highly scalable , real time conversational systems
• Experience in building agentic, Gen AI , and conversational agents with DialogFlow, or equivalent LLM models and tool calling, data stores and integration with CcaaS
• Experience in harnessing the power of cloud-based contact center solutions (e.g. Amazon Connect, Google CCAI, Five9, Genesys Cloud or NICE CX) to create seamless customer and agent experiences.
• Experience with Real Time massively scalable, low latency, Event-driven Microservices architectures, API design and development, and integrating with enterprise aspects such as Single Sign On, federated systems, API Gateways, ADCs and Sources of Records
• Experience with firm wide, large-scale transformations to cloud-based solutions
• Strong knowledge of Contact Center functional domains including IVR & routing, call recording and Transcription and outbound dialing.
• Demonstrated experience in agile development, application design, software development, and automation.
• Strong advocate of design patterns and best practices and fixing anti patterns and uplifting engineering community through coaching, and guidance.
• Experience with adaptive and responsive development techniques.
• Strong analytical skills with high attention to detail and accuracy, cross functional experience in managing software delivery, project/program management, risk and controls.
• Ability to work effectively, as well as independently, in a team environment.
• Familiarity with agile development methodologies and a track record of delivering complex projects on time.
• Master’s degree in computer science, engineering, or a related field.

Job Expectations:

• Ability to work on-site at approved location listed
• Relocation assistance is not available for this position

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.

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.