Contact Center Testing Coordinator

About this role:

Wells Fargo is seeking a Contact Center Testing Coordinator (Sr. Business Execution Consultant) to support tactical testing coordination for user acceptance testing (UAT) across multiple teams as part of our Contact Center as a Service (CCaaS) platform migration.

In this role, you will:

• Help to support testing coordination and reporting across multiple teams and 3rd party vendor partners.

• Manage multiple stakeholders between product teams, technology teams, line of business partners, and 3rd party vendors.

• Lead support functions or operations for multiple business groups and contribute to large scale strategic initiatives

• Ensure efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations

• Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business

• Work independently to make recommendations for support function by providing support and leadership

• Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience

• Collaborate and consult with team leaders in developing project plans, policies and procedures

• Provide leadership in management of relationships and implementation of programs, services, and initiatives with cross functional business partners

Required Qualifications:

• 4+ 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

Desired Qualifications:

• Knowledge of Octane & JIRA for testing documentation and process updates

• 3+ years of testing strategy & coordination of large complex programs, or equivalent

• Knowledge and understanding of contact center applications (IVR, call routing, workforce management, quality management, etc.) and the integrated nature of a contact center ecosystem

• Excellent written and verbal communication skills

• Experience with one or more Agile tools used for tracking user stories or backlogs, such as Confluence or Jira

• Ability to quickly establish credibility to build and maintain effective working relationships

Job Expectations:

• Ability to work on-site at one of the posted work locations – hybrid work model

• Ability to support some non-traditional business hours to support communication and conidiation with offshore teams and off hour deployments.

• This position is not eligible for Visa sponsorship

Locations:

301 S. Tryon St. Charlotte, NC

2800 S Price Rd. Chandler, AZ

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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 .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.