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About this role:

Wells Fargo is seeking a Contact Center Business Analyst to join the Customer & Agent Experience and Routing product team to support our legacy platforms and modernization effort called Contact Center as a Service (CcaaS). Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

+ Participate in complex initiatives to drive business value and technical solutions for Credit Card customers in our legacy and modernized applications

+ Collaborate with business stakeholders, technology and product teams to design and document end-to-end customer experiences to optimize self-service through the automated system

+ Support and participate in testing efforts across the lifecycle of initiatives (e.g., User Acceptance Testing and Production Validation) including daytime and occasional evening/weekend activities

+ Partner with business, technology, and third-party vendor teams to document, evaluate, and resolve issues under strict timelines

+ Lead project deliverables focused on data-driven decisions and OKRs to ensure contractual milestones are satisfied

+ Coordinate communication and information flow between business and technology teams

+ 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

Required Qualifications:

+ 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

+ Understanding contact center technology, reporting tools, and operations (IVR/IVA, Genesys CTI, Google Dialogue Flow, Five9, Nuance, ECCOS, GAX, Octane, JIRA, Confluence, etc.)

+ Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

+ Understanding of the IVR/IVA and call routing platforms, including the ability to maintain and configure customer experiences

+ Experience in Agile methodology as it relates to product delivery, user story writing, outlining acceptance criteria, raising impediments, understanding definition of done and definition of ready

+ Knowledge of the RCSA Risk Management Framework

+ Ability to consult, build, and maintain solid working relationships across all organizational levels

+ Experience in problem solving & analysis working with end users to solicit requirements and current state analysis

+ Experience working in financial products across card products, lending, and banking

+ Demonstrated technical acumen to allow for independent analytical research

Job Expectations:

+ Ability to travel up to 10% of the time

+ Hybrid position - in-office requirement 3 days per week

Locations:

+ 2200 Concord Pike WILMINGTON, DE 19803

+ 401 Las Colinas Blvd W Bldg A IRVING, TX 75039

+ 401 S Tryon St CHARLOTTE, NC 28202-1675

Posting End Date:

19 Oct 2025

_*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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.

**Req Number:** R-494009