About Wells Fargo
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 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 EGS (Wells Fargo India Solutions)
we are hiring for a position in EGS Delivery in India. EGS stands for Wells Fargo's Enterprise Global Services. We are a critical component of the Wells Fargo strategy to leverage distinct advantages of a global environment. Legally, we are known as Wells Fargo India Solutions. Currently we are 10000+ strong team members with 2 locations (Bangalore and Hyderabad) in India and 1 center in Manila.
Department Overview:
Payments, Virtual Solutions, and Innovation /Community Bank Technology within the Enterprise Information Technology business provides strategic technology solutions to the both the PVSI and Community Banking lines of business, including application design, development, and support.
About the Role
you will work to Operational Applications team in Enterprise Contact Center technologies (ECT) of Community Banking Technology.
Completes end to end call flow analysis and documentation on all incoming requests to ensure traceability of impacts to CTI platforms to include Call Routing and Softphone/End-points. Represents CTI/Tel/Softphone across the platform base in major project planning efforts with the ability to evaluate line of business current state and desired future capabilities, identify gaps or issues, recommend opportunity areas, determine potential timing and sequencing of improvement initiatives and support business case development to define the costs and benefits of proposed solutions. Will provide custom development of CTI Routing solutions within the Cisco UCCE and Genesys CTI platforms. Utilize experience of contact center systems such as multi-site call routing, Automated Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Workforce Management (WFM), and multi-contact routing solutions of email, and web chat.
Essential Qualifications
Must be a college graduate with B.A. /B.S. College Degree preferred major in Computer Science and/or MIS (Management Information Systems)/Engineering graduate.- 6 to 8 years experience with the full suite of Contact Center technologies in a converged network environment with an emphasis on Genesys, UCCE, and/or other CTI and Call Routing platforms, preferably in a large financial services environment
- Demonstrated technical competency and proficient in English language.
Desired Qualifications
Genesys 8.x CIM (Customer Interaction Management) in Linux OS Platform
Interaction Routing Designer (IRD)
CME Transaction Lists Objects
GVP (Genesys Voice Portal)
InfoMart Reporting platform
URS and Tservers Log Analysis and Troubleshooting
CME, SCI, CCPulse, Licence File Migration Flexlm
SIP Server, VOIP IPT Platform
Skill Based and Multi Site Routing
Basics of Unix Scripting and commands for Log Analysis
Genesys Universal Softphone (IWD) Knowledge
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. |
