About this role:
Wells Fargo is seeking a Technology Business Systems Senior Manager to lead a new team of Conversational AI resources focused on design, implementation, and care for our new Voice Self-Service platform.
In this role, you will:

• Manage and develop a team of Conversational AI resources to Design, build, and maintain our new AI driven Voice Self-Service platform.
• Drive the team to create a new Voice Self-Service experience that will provide customers a low friction, natural way of interacting to obtain service on their accounts across all Wells Fargo product lines.
• The team will be responsible for design, implementation, and ongoing tuning of the NLP and AI models.
• Identify and recommend opportunities for process improvement that address long-term business strategies.
• Identify risks associated with technological strategies and propose alternative solutions.
• Determine appropriate strategy and actions of the design and implementation team to meet highly complex deliverables in a new CCaaS environment.
• Lead technology strategy development or design of technology processes, models, call flows, and standards.
• Interpret and examine technical solutions for functions with high complexity.
• Collaborate with business and technology management.
• Interact directly with vendors and other external contacts to ensure the building of effective and influential relationships.
• Manage allocation of people and financial resources for the Product teams managing the CCaaS platform
• Develop and guide a culture of talent development to meet business objectives and strategy.

Required Qualifications:

• 6 years of Business Systems Data, Business Systems Designing, and Information Technology Consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3 years Management experience

Desired Qualifications:

• 8 years Technology Business Systems and artificial solutions design programs experience
• 6 years direct management experience
• Experience working in contact center technologies that provide automated self-service via voice or chat.
• Experience with routing technologies and supporting the delivery of contacts across a wide span of product types and caller intents.
• Work history involving design and implementation of voice experiences.
• Familiarity with NLP models, tuning methodologies, and ongoing maintenance of AI/ML based customer service platforms.

Job Expectations:

• 3 days per week in the office is required.
• Location must be in one of the posted cities

Locations:
301 S Tryon S t, Charlotte, NC 28282
1801 Park View Dr, Minneapolis, MN 55126
2700 S Price Rd, Phoenix, AZ 85286
4101 Wiseman Blvd, San Antonio, TX 78251
1301 Solana Blvd, Dallas, TX 76262
7000 Vista Dr, Des Moines, IA 50266
7711 Plantation Rd, Roanoke, VA 24019
2200 Concord Pike, Wilmington, DE 19803
Posting End Date:
16 Feb 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 .
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Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.