Telephony Call Routing Consultant-Business Execution Consultant

About this role:

Wells Fargo is seeking a Telephony Call Routing Consultant-Business Execution Consultant to be part of our Global Operations team. The Telephony Call Routing Consultant-Business Execution Consultant role will be responsible for working independently to analyze and support current operational needs around Telephony Solutions across applicable Merchant Services lines of business.

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

In this role, you will:

• Collaborate with line of business partners and key decision makers to share analysis through specialized expertise and present the best possible solution to address the business needs. Manage conversations and leverage knowledge of the call routing platform to drive toward a solution.
• Collaborate with line of business and technology partners to plan the implementation of a change. Collaborates with strategy teams to formulate a test plan and test cases. Act as the subject matter expert for complex call routing concepts and monitor key success indicators. Mitigate risk throughout implementation by conducting post implementation testing. Monitor and document the performance and success of change with the focus of reducing risks while providing a quality product to internal and external customers.
• Leverage expertise in complex call routing scenarios and line of business functions to gain a full understanding of the presented problem and create requirements that meet line of business needs.
• Adapt communications for a variety of audiences. Leverage multiple communication methods through consultation with the line of business and in presenting requirements to technology partners. Provide support through various communication channels between the line of business and technology teams. Effectively communicate change to key stakeholders and business partners throughout Analysis, Development, and Implementation process.
• Apply subject matter expertise to provide support in troubleshooting complex call routing issues. Independently manage reported issues and collaborate with business partners for resolution. Effectively resolve reported issues through research and testing.
• This position requires compliance with all Consumer Lending regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Excellent verbal, written and interpersonal communication skills
• Experience with Inbound Call Routing and Telephony systems
• Contact Center operations experience
• Previous Consumer Operations experience which may include - Home Lending, Auto and/or Unsecured Lending Operations (Credit Cards)
• Merchant Services operations experience
• Demonstrated flexibility in adjusting to changing business needs and timelines while maintaining a high level of performance and focus.
• Ability to grasp complex business issues quickly, recommend solutions, and drive resolution
• Ability to work collaboratively across a matrixed organization, including with functional partners
• Highly organized and detail-oriented, with the proven ability to handle multiple projects simultaneously, and prioritize effectively
• Experience with Five9 Contact Center Telephony system
• Experience with the Technical Skills: Aspect, Genesys, Avaya, CIV, and/or Five9

• Ability to provide overnight and weekend testing support as needed.
• Ability to travel up to 10%
• This position offers a hybrid work schedule.
• Must reside within a commutable distance to one of the posted work locations.
• Relocation assistance is not available for this position.