Technology Director - Contact Center Digital Transformation

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