Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About the Role
You will work as Individual Contributor for developing reporting requirements for the Enterprise Contact Center Technologies group. You may also need to work on other areas of team wherever your skill matches and also based on team requirement.
The support and maintenance of multiple workforce management environments including server and client troubleshooting of complex issues and providing support.
Working directly with the vendor to escalate and monitor problems our team is not able to resolve internally. Vendor escalation and ticketing process is specific to each vendor.
Documenting, testing and deploying large system upgrades including both infrastructure and application upgrades
Provide server application shutdown, restart, and verification support during scheduled maintenance and patching as needed. The resource will be required to log into a Windows server (via Breakglass) and a UNIX RedHat server (via BOKS) to manually shutdown and startup the Workforce Management application.
Scripting knowledge: Review process and recommend efficiencies to our patching process
The resource will be given access to multiple Workforce Management applications (NICE IEX, Aspect, Verint, Genesys) to verify all functionality has been restored after the maintenance is completed.
Deploy changes (scheduled Change Requests) to the enterprise. Work details will be clearly documented and attached to the CR.
Send notifications out to the team and LOB before and after any scheduled or unscheduled changes and outages.
Monitor trouble ticket queue and work towards resolution.
Provide a warm hand-off of outstanding work to next shift
University degree in Business or related discipline.
Experience of more than 10 years in Banking Industry.
Knowledge in supply chain management.
Strong analytical skills.
Fluency in English and at least one regional language.
Experience of Contact center Technologies
Will be an added advantage if you have NICE,Aspect certification
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Internal Number: 52323BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo