Contact Center Director jobs in San Francisco, CA

Wells Fargo is seeking a Contact Center Digital Transformation Leader - Technology Director who has experience with Contact Center as a Service (CCaaS) cloud solutions.

About this role:

As Wells Fargo transforms itself both as a business and the supporting technology groups evolve to enable that transformation.

The "experience" is a fast-changing set of customer journeys across our estate like all our consumer Mobile apps, all our Web platforms, Branches and Call centers. This includes all emerging experiences like conversational banking through voice assistants (Google DialogFlow, Apple Siri, others).

This is a niche area with a very fast changing technology landscape and customer expectations that defines our brand story and our customer affinity.

The Contact Center Transformation Leader will be accountable for delighting our customers by building key components of the end-to-end digital customer service experience, in partnership with the Digital teams. These servicing channels will include Web, Search, Forum, Chat, Social Care, Interactive text and other capabilities tied to the Digital customer experience. This team will build this experience in partnership with Digital technology teams, Contact Center Operations, Product teams and design teams. This team will work with and within the guidelines set by the Digital Channel technology team to delight our customers with self-service-digital customer service functions.

In this role you will:

Manage direct digital customer service platform for the consumer bank (including Wealth and Investment Management) and the Wholesale bank. This leader will drive this new capability by:

Creating a self-service strategy that prioritizes problem solving for the customer Managing self-service capabilities like a product Prevent Self-service abandonment Focus on social care in partnership with the business.

When successful, this leader will drive run-rate savings for Wells Fargo's Contact Centers by building products that increase the adoption of Digital Customer Service experience and by virtue reducing overall call volume.

Required Qualifications, US:

• 8 years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4 years of Management experience
• 5 years of experience with Contact Center as a Service (CCaaS) cloud solutions
• 5 years of experience working in a large contact center (15-20,000 agents) environment

Desired Qualifications:

• Executive leadership experience managing a complex technology organization of large scale, including senior managers, managers, individual contributors and vendor resources across multiple global locations
• Experience managing complex, diverse technology portfolios
• Demonstrated ability to create and communicate vision and strategy
• Demonstrated ability to build relationships and partnerships across a diverse set of IT Leaders and business partners
• Deploy automation and cognitive and science-based techniques to manage data, predict scenarios and prescribe actions
• Drive operational efficiency by maintaining their data ecosystems, sourcing analytics expertise and providing As-a-Service offerings for continuous insights and improvements
• Experience managing vendor relationship and aligning vendor and internal roadmaps
• Proven track record influencing large technology transformations
• Demonstrated ability to create and communicate vision and strategy
• Demonstrated ability to build relationships and partnerships across a diverse set of IT Leaders and business partners
• Experience managing all application development efforts within a medium size line of business
• Prior significant experience leading complex technology initiatives in a large and dynamic segment of financial services
• Demonstrated vendor negotiation and partnership skills along with experience working with technology offshore vendor relationships
• Executive leadership experience managing a complex technology organization of large scale, including senior managers, managers, individual contributors and vendor resources across multiple global locations
• Demonstrated prior experiences in effective engagement with senior executives and external regulators
• Ability to effectively drive and lead change in an organization with Wells Fargo's size, scale and complexity
• Demonstrated experience in building, leading, developing and retaining a high performing team of leaders, strong technical experts and high performing professionals in a cultural environment that achieves results through team member engagement and satisfaction
• Demonstrated ability to manage a large portfolio of technology efforts across several major lines of business and effectively partner/influence at the senior executive level
• Strong knowledge and understanding of the financial, operational, technical and regulatory drivers impacting a complex and dynamic global technology environment
• Ability to manage the complex and diverse applications portfolio
• Proven experience as a highly effective leader with credibility from demonstrating strong business and technology acumen
• Broad experience across multiple areas of technology including one or more of architecture, infrastructure and application development with strong understanding of leading edge as well as legacy and distributed technologies to effectively
• Demonstrated ability to consult with key business partners and translate complex, technical concepts so that they are clearly understood along with the ability to effectively partner and influence at the senior executive level
• Demonstrated experience motivating and influencing groups or individuals across organizational boundaries to gain trust and confidence to make timely decisions
• Proven experience in establishing a vision, developing the strategy to support the vision, gaining consensus across key functional leadership through effective communication, and driving action towards the vision through the effective management of goals and objectives
• Excellent communication (oral and written) with ability to communicate at multiple levels ranging from technologists to senior managers and executive leadership
• Strong commitment to diversity and inclusion

Technical gravitas:

• Demonstrable consultative/conceptual experience on Conversational AI systems (preferred)
• 2 full cycle product experiences (prototype to production) deploying virtual agents or virtual assistants involving one of - IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow,or IBM Watson
• Advanced skills in Java/C , R, Python, etc
• Strong knowledge of machine learning, deep learning, natural language processing, neural networks, dialog systems, dialog management, and natural language generation
• In depth technical knowledge or one or more programming languages such as Java, Angular, JQuery, HTML, JavaScript, Node JS, React JS, or others
• 3 experiences developing and deploying voice and/or text conversational flows for virtual agents or virtual assistants involving IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow, or IBM Watson, MS LUIS Chat, MS Azure Cognitive/ML
• Solid understanding of digital experience development and modern Web and Mobile development and delivery strategies
• Certification or expertise on at least one of the following platforms: IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow, or IBM Watson
• Scaled Agile Framework (SAFe) experience a plus
• Experience working with API's and developing UI/UIX for web and mobile application. Android/IOS experience
• Experience in working in a DevOp's / DevSecOp's agile environment
• Experience forming and driving Agile adoption

Job Location Address:

2600 S Price Rd- Chandler, AZ

333 Market St- San Francisco, CA

1525 W. T Harris Blvd- Charlotte, NC

300 S Brevard St- Charlotte, NC

190 River Rd, Summit, NJ

325 John H McConnell Blvd, COLUMBUS, OH

This role is not eligible for VISA sponsorship.

Pay Range
$207,900.00 - $431,900.00
Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

• 401(k) Plan
• Paid Time Off
• Parental Leave
• Critical Caregiving Leave
• Discounts and Savings
• Health Benefits
• Commuter Benefits
• Tuition Reimbursement
• Scholarships for dependent children
• Adoption Reimbursement

Posting End Date:
2 Jan 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.

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.