Telephony Call Routing Consultant, Wells Fargo

Wells Fargo

Location:
United States, West Des Moines

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Telephony Call Routing Consultant-Business Execution Consultant to be part of our Global Operations team. The role will be responsible for working independently to analyze and support current operational needs around Telephony Solutions across applicable Merchant Services lines of business.

Job Responsibility:

Analyze and support current operational needs around Telephony Solutions
Collaborate with line of business partners to share analysis and present solutions
Manage conversations and leverage knowledge of call routing platform
Collaborate with line of business and technology partners to plan implementation of changes
Formulate test plans and test cases
Act as subject matter expert for complex call routing concepts
Monitor key success indicators
Mitigate risk throughout implementation
Monitor and document performance and success of changes
Provide support in troubleshooting complex call routing issues

Requirements:

2+ years of Business Execution, Implementation, or Strategic Planning experience
Excellent verbal, written and interpersonal communication skills
Experience with Inbound Call Routing and Telephony systems
Contact Center operations experience
Previous Consumer Operations experience which may include - Home Lending, Auto and/or Unsecured Lending Operations (Credit Cards)
Merchant Services operations experience
Demonstrated flexibility in adjusting to changing business needs and timelines
Ability to grasp complex business issues quickly, recommend solutions, and drive resolution
Ability to work collaboratively across a matrixed organization
Highly organized and detail-oriented with ability to handle multiple projects simultaneously
Experience with Five9 Contact Center Telephony system
Experience with Aspect, Genesys, Avaya, CIV, and/or Five9

Nice to have:

Experience with Five9 Contact Center Telephony system
Experience with Aspect, Genesys, Avaya, CIV, and/or Five9
Merchant Services operations experience

What we offer:

Relocation assistance is not available
Hybrid work schedule

Additional Information:

Job Posted:
September 03, 2025

Expiration:
September 07, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Telephony Call Routing Consultant