Contact Center Quality Analyst, Sr. jobs in Iowa

About this role:

Wells Fargo is seeking a Contact Center Routing Systems Analyst to help design, build, and launch the routing platforms for our new Enterprise Level Cloud-Based Contact Center. Learn more about the career areas and lines of business at wellsfargojobs.com . In this capacity the analyst would also support our Existing Contact Center Routing platform as we migrate to Cloud based contact center.

In this role, you will:

• Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
• Act as a key participant in providing strategic business solutions to companywide technology initiatives
• Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
• Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
• Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
• Lead project or systems documentation, and monitor and manage project schedules and deliverables
• Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
• Ensure communication and information flow between business and technology teams
• Implementing and Administering Business Routing Rules on CCaaS Cloud Platform
• Lead Technical Problem -solving and troubleshooting Routing and Configurations

Required Qualifications:

• 5 years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 5 years of Business and Technical expertise working on Cloud Contact Center platforms
• Experience designing, building, and implementing routing solutions for large scale contact centers.
• Experience Implementing, Configuring and supporting CCaaS Vendors like F9, Genesys, Nice
• Experience working in a Financial Institution setting with complex business units and priorities.
• Experience in Contact Center Routing, CCaaS Routing Platform & Contact center KPI's.
• Excellent analytical, problem solving and organization skills.
• Familiarity with Conversational IVR, CRM, Softphone and Business Rule Segmentation
• Knowledge of Cloud CCaaS Applications for Call Routing and Business rules
• Proficient in Contact Center technologies like Call Routing, Call Segmentation Rules, Omni-Channel Solutions and Softphone Integrations
• Experience in Five9 Applications like VCC, Studio to design/implement and configure Routing logic

Job Expectations:

• Ability to work on-site at one the posted work location

Posting Locations:

• Charlotte, North Carolina
• West Des Moines, Iowa
• Minneapolis, Minnesota
• Dallas/Irving, Texas
• San Antonio, Texas
• New York, New York

This position is not eligible for Visa sponsorship

Pay Range:

• Charlotte, North Carolina $96,600-$171,800
• West Des Moines, Iowa $96,600-$171,800
• Minneapolis, Minnesota $96,600-$171,800
• Dallas/Irving, Texas $96,600-$171,800
• San Antonio, Texas $96,600-$171,800
• New York, New York $115,900-$206,100

Pay Range
$96,600.00 - $206,100.00
Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

• 401(k) Plan
• Paid Time Off
• Parental Leave
• Critical Caregiving Leave
• Discounts and Savings
• Health Benefits
• Commuter Benefits
• Tuition Reimbursement
• Scholarships for dependent children
• Adoption Reimbursement

Posting End Date:
24 May 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.

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.