Business Analyst - Contact Center Product
Yesterday• San Antonio, TX
About this role:
Wells Fargo is seeking a Contact Center Technology Business Analyst (Senior Technology Business Systems Consultant) to join the Contact Center as a Service (CCaaS) Intelligent Voice Assistant/Routing Product Team. Learn more about career areas and lines of business at wellsfargojobs.com .
In this role, you will:
- Lead or participate in providing technology initiatives for simple to moderately complex business problems within technology business systems
- Contribute to the development of systems and procedures that are both cost effective and meet the relevant business requirements
- Evaluate moderately complex business, operational, or technical challenges that require an in-depth evaluation of planning and direction conducted to resolve complex business problems
- Partner with business and technology teams to evaluate moderately complex business problems and lead a team to provide comprehensive technological solutions
- Act as an internal consultant within technology and business groups by using quality tools and process definition or improvement to re-engineer technical processes
- Collaborate and consult with business and technology teams to evaluate and resolve issues in order to provide technological solutions and manage both project schedules and deliverables
- Research application performance and generate findings to forecast key trends that require remediation
- Collaborate with team members to collect data to research in support of new initiatives in alignment with OKRs and participate in brainstorming sessions to determine key KPIs and performance metrics
- Create data visualizations through expertise in products like Tableau, Power BI, Alteryx, and other relevant BI tools
- Leverage statistical methods to interpret data and drive strategic decisions
- Translate business requirements into effective data models and follow through on data governance and data quality.
- Coordinate communication and information flow between business and technology teams
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- 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Extensive knowledge and understanding of research and analysis
- 4+ years of SAS, SQL, MS SQL, Python server experience
- Ability to research and analyze data sources for daily workflow, Ad-Hoc and long-term research projects, as well as audit projects
- Experience building and modifying moderate to complex SQL queries using Teradata (SQL) against multiple enterprise databases (iCon/EIWP/Datamart)
- Experience building reports in Tableau to verify workflow completeness and working with Tableau developers to automate necessary daily reporting
- Experience collaborating with internal partners, stakeholder, audit and testing teams.
- Excellent verbal, written, and interpersonal communication skills
- Experience with Contact Center Modernization (Contact Center as a Service)
- Contact Center experience within the financial industry
- Demonstrated experience partnering with business and technology teams to evaluate moderately complex business problems
- Experience providing comprehensive technological solutions
- Experience managing backlogs and simplifying requirements for product delivery
- Ability to work on-site at one the posted work location
- Visa sponsorship is not available for this position
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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.
$87,000.00 - $154,000.00
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
9 Sep 2025
* 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.
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.
Client-provided location(s): San Antonio, TX
Job ID: WellsFargo-R-483386-4
Employment Type: FULL_TIME
Posted: 2025-09-04T18:08:25
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA
- HSA
- Mental Health Benefits
- Short-Term Disability
- Long-Term Disability
Parental Benefits
- Adoption Assistance Program
- Family Support Resources
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Return-to-Work Program
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Stock Purchase Program
Professional Development
- Tuition Reimbursement
- Access to Online Courses
- Internship Program
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
Diversity and Inclusion
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