Business Analyst with Contact Center Routing
Wells Fargo
Manila Philippines
6d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a diversified, community-based financial services company with $2.0 trillion in assets.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.

com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No.

25 on Fortune’s 2017 rankings of America’s largest corporations. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.

EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website

Department Overview :

  • Enterprise Information Technology (EIT) team develops and supports software applications, databases and business services;
  • manage test, release and process functions to ensure quality delivery of projects; deliver technical support services.

    About the Role :

    You will be a part of the Technology Group that will be designing and implementing systems solutions for our Interaction Routing platforms such as Genesys and Cisco

    Job Description :

  • Provides technical assistance in identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements.
  • Utilize experience of contact center systems to provide guidance and leadership as a highly-skilled contact center advisor for internal and external audiences in support of the application.
  • Works with user groups to provide training, resolve questions, assess user needs, and recommend change
  • Prepares specifications for system changes
  • Recommends and initiates systems testing
  • Acts as an internal consultant within technology and business groups by using quality tools and process definition / improvement to re-
  • engineer technical processes for greater efficiencies

  • Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems
  • Design and implement system solutions for our Interaction Routing platforms such as Genesys and Cisco
  • Experience in utilizing an IPT based enterprise dialing platform such as Aspect UID
  • Familiarity with the concepts and deployment of Centralized Call Parking and remote Data Centers
  • Produce required project artifacts such as the Business Requirements Document, the Functional System Design, and Business Routing Rules (or be able to use the new BRG with confidence)
  • Exposure to or familiarity with Genesys Use Cases and / or Verizon Contact Center needs to understand cloud based contact center infrastructure
  • Understanding of how the routing and dialer platforms (Genesys, Cisco, Aspect, etc.) interact with other CHT platforms such as NICE and WFM / WFO
  • Market Skills and Certifications

    Required Qualifications

  • 5+ years of business systems analysis or design (related to applications listed in job description)
  • 3+ years of contact center experience
  • Strong analytical skills with high attention to detail
  • Excellent verbal, written and interpersonal communication skills
  • Knowledge and understanding of project management principles and Software Development Lifecycle
  • Advanced Microsoft Office skills including Microsoft Project and Microsoft Visio
  • Strong organizational, multi-tasking, and prioritization skills
  • Experience writing / interpreting Business Requirements and Functional Requirements Documents
  • Desired Qualifications

  • Must be able to provide solid business writing skills
  • Ability to multitask in a high paced environment and respond to electronic correspondence and messaging quickly and efficiently
  • Must be able to interact with business units confidently and be able to provide presentations or project artifacts to a broad general audience
  • Experience in the use of Remedy (Pac2000) and SDLC
  • Experience in HP ALM Quality Assurance and related systems
  • APAC

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