Business Analyst - Contact Center Business Product
About the position About this role: Wells Fargo is seeking a Lead Technology Business Systems Consultant (Business Analyst) to support our existing Contact Center Technology Applications and assist in the Contact Center Modernization Program, including migration to a cloud-based platform. This role will work closely with Product Owners and stakeholders across the program to help achieve key business outcomes. In this role, you will: Collaborate with cross-functional teams to plan, strategize, and lead product delivery in partnership with Technology and Operations. Partner with Product Managers to coordinate delivery on committed outcomes, ensuring transparency around risks, dependencies, and impediments. Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement. Make decisions in complex situations requiring strong domain knowledge and understanding of technology applications that influence enterprise-wide solutions. Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems Research application performance, identify trends, and recommend remediation strategies. Analyze business requirements and develop standardized reports for stakeholders across technology and product organizations. 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 Ensure communication and information flow between business and technology teams
Responsibilities
- Collaborate with cross-functional teams to plan, strategize, and lead product delivery in partnership with Technology and Operations.
- Partner with Product Managers to coordinate delivery on committed outcomes, ensuring transparency around risks, dependencies, and impediments.
- Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement.
- Make decisions in complex situations requiring strong domain knowledge and understanding of technology applications that influence enterprise-wide solutions.
- Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
- Research application performance, identify trends, and recommend remediation strategies.
- Analyze business requirements and develop standardized reports for stakeholders across technology and product organizations.
- 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
- Ensure communication and information flow between business and technology teams
Requirements
- 5+ years of business analyst or product management experience
- 5+ years of experience delivering complex enterprise-wide IT solutions.
- 3+ years of Agile experience
- 5+ years of experience in Business Systems Data and Design or equivalent through work experience, training, military service, or education.
Nice-to-haves
- 3+ years of financial industry experience.
- Experience with Contact Center applications such as IVR, routing, and self-service platforms.
- Knowledge of authentication and identification processes in contact center environments.
- Experience designing, managing, and optimizing API products for secure, scalable integration.
- Ability to conceptualize and lead solutions for complex problem statements.
- Experience leveraging call data and analytics to optimize service levels and routing strategies.
- Strong relationship-building skills across all organizational levels.
Benefits
- 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
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