Apps Systems Engineer 6 – Technical Team Lead

Job Description

Provides leadership and recommends technology direction for Contact Handling Technologies (CHT) Interaction Routing and Dialer applications, and will have indirect impact to organization-wide objectives. Works on moderately complex problems where analysis of situations or data requires an evaluation of numerous factors. Establishes and recommends changes to policies which affect work units indirectly managed. Erroneous decisions or failure to achieve goals results in additional costs, staff, and delays in overall schedules. Interacts with external Contact Center vendors, internal Customers, and functional peer group managers.

This specific position will have indirect responsibility for driving Risk and Regualtory impacts to the Interaction Routing and Dialer applications within the Enterprise Contact Technology/Contact Handling Technologies group. This includes, but is not limited to, Genesys, Cisco UCCE, Aceyus, Aspect Unified IP dialer, and Empirix as well as all other potential industry competitors in the contact center environment. In addition, the Apps Systems Engineer 6 – Technical Team lead will need to understand all the integration intricacies of the aformentioned vendor applications, along with WorkForce Management, Call Recording (NICE), Sonus, Cisco CUCM, Pindrop, CafeX and internally devloped application integrations.

This leader will need to partner very closely with technology managers within Contact Handling Technologies, and senior contact center business strategy leaders. Some responsibilities include:

• Acting in the highest level technical role as an individual contributor and/or team lead for the most complex computer applications and/or application initiatives
• Utilizing a thorough understanding of available technology, tools, and existing designs
• Working on the most complex problems where analysis of situations or data requires evaluation of intangible variance factors
• Planning, performing, and acting as the escalation point for the most complex platform designs, coding, and testing
• Leading the most complex multiple modeling, simulations, and analysis efforts
• Acting as expert technical resource to programming staff in the program development, testing, and implementation process
• Participate in the selection and onboarding of new team members and contractors
• Collaborating with vendors and internal sizing and design teams to develop labor and vendor expense estimates in support of project sizings
• Serve as an escalation point for engineer, customer or partner concerns
• Acts as a lead in providing application design guidance and consultation, utilizing a thorough understanding of applicable technology, tools and existing designs
• Serve as a focal SME representing the Interaction Routing and Dailer teams in JAD, JAR sessions
• Regularly interact with CBT and Infrastructure Architecture
• Analyzes highly complex business requirements, designs and writes technical specifications to design or redesign complex computer platforms and applications
• Provides coding direction to less experienced staff or develops highly complex original code
• Verifies program logic by overseeing the preparation of test data, testing and debugging of programs
• Oversees overall systems testing and the migration of platforms and applications to production
• Develops new documentation, departmental technical procedures and user guides

Assures quality, security and compliance requirements are met for supported area and oversees creation of or updates to and testing of the business continuation plan

Required Qualifications

• 10+ years of application development and implementation experience
• 3+ years of leadership or management experience
• 3+ years of Cisco UCCE experience
• 5 + years of technical design experience
• 7+ years of Genesys call system experience
• 7 + years of technology management experience supporting integration activities
• 10+ years of call center experience

Desired Qualifications

• Excellent verbal, written, and interpersonal communication skills
• Ability to facilitate or host complex design discussions and drive results
• Knowledge and understanding of application development, infrastructure, and architecture environments
• Advanced Microsoft Visio skills
• 5+ years of Linux experience
• Knowledge and understanding of desktop and Windows server operating systems
• Ability to direct and oversee escalated technical troubleshooting and complex analysis efforts for prompt recovery of major issues
• Knowledge and understanding of application development and implementation
• Knowledge and understanding of application server architecture
• Knowledge and understanding of Java
• Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals
• Ability to turn preliminary or ambiguous information, ideas, or problems into well-defined plans and solutions
• Knowledge and understanding of network configuration
• Knowledge and understanding of Softphone
• Ability to effectively listen and elicit information
• Good analytical skills with high attention to detail and accuracy
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to achieve high production and quality standards
• Ability to act as a technical subject matter expert regarding equipment
• Knowledge and understanding of NICE Call Recording
• Ability to work with limited supervision
• Knowledge and understanding of workforce management software packages such as: IEX, workforce Management, Blue Pumpkin, or Exametric

Other Desired Qualifications

• 3+ years technical experience in Aspect contact center applications and/or outbound dialing solutions
• 3+ years of Sonus experience
• 3+ years of Cisco Unified Communications Manager (CUCM) experience
• 3+ years of experience designing software solutions using software architecture design principles

Job Expectations

• Flexibility to work in a 24/7 environment, including weekends and holidays
• Must be able to attend training and off-site office events outside office hours
• Ability to travel domestically and internationally
• Ability to work nights, weekends, and/or holidays as needed or scheduled

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.