About this role:

Wells Fargo is seeking a talented, highly skilled Technology Principal Software Engineer to join our dynamic team and spearhead the transformational next generation Contact Center Solution. You will be working with cross functional teams to develop innovative, mission-critical, massively scalable solutions with best-in-class cloud technology and platforms that offer differentiated user experience to all our customers.

In this role, you will:

• Strategically engage with all levels of professionals and managers across the enterprise and serve as an expert advisor to leadership, lead design, application development with multiple scrum teams and vendors, in one or more sub domains, to create massively scalable, mission critical and highly available Contact Center solutions.

• Lead the strategy and resolution of complex technology, highly complex and unique challenges requiring in-depth evaluation across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, advanced analytical and inductive thinking.

• Provide technical leadership including foundational reusable frameworks as well as network, deployment, information security, database, operating systems and cloud technologies for highly complex business and technical needs across multiple groups.

• Lead the design, architecture, and development of hybrid and public cloud conversational Artificial Intelligence (AI) solutions, ensuring they align with the company's strategic goals and user experience objectives, thereby providing vision, direction and expertise to leadership on implementing innovative and significant Contact Center as a Service (CCaaS ) business solutions.

• Collaborate closely with cross-functional teams, including product managers, and UX designers, translating business requirements into technical specifications and creating engineering designs, guide development, contribute to complex areas of development, and own and guide the technical non-functional aspects of the solution.

• Maintain knowledge of industry best practices and new technologies and recommends innovations that enhance operations or provide a competitive advantage to the organization and drive technical innovation within the technology organization.

• Mentor and guide a team of talented engineers, fostering a culture of collaboration, continuous learning, and high-quality deliverables.

• Be an evangelist of best in class engineering practices, promoting efficiency, acceleration of development while uplifting the engineering community. Champion best practices and drive its adoption across sub domains and while influencing the entire product by collaborating with other Principal engineers and teams.

• Create high level, low-level designs, enterprise end to end flows, design API and UX and microservices, lead complex integrations between the contact center components and firm's ecosystems such as Authentication, Fraud, CRMs, internal systems and vendor solutions.

• Conduct technology evaluation, design, code, performance, resiliency and DevOps pipeline reviews, identify areas for improvement, and enforce coding standards to ensure the highest level of software craftsmanship.

• Guide the full life cycle development including best in class practices that cover technical risk, dependency, deployment and monitoring of Contact Center systems while optimizing for performance, reliability, scalability and improve solutions for the firm and customers.

• Collaborate with stakeholders to understand user feedback and iterate on product enhancements, ensuring the solution delivers an exceptional user experience.

• Provide vision, direction and expertise to leadership and teams by spearheading and implementing innovative and significant business solutions via PoCs, Cloud Parties and developing critical/core aspects.

• Strategically engage with and influence all levels of software members, leadership, product, business and project management across the enterprise and serve as a catalyst for increasing efficiency.

Required Qualifications, US:

• 7+ years of engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

• 7+ years of proven experience in software development, with a focus on building highly scalable and highly resilient cloud applications

• 7+ years of strong expertise in real time domains such as Contact Center technologies and sub domains such as Cloud Native event driven Micro services with mature APIs, Routing, IVA, NLU/NLP, Omnichannel Agent Desktop Experience, CRM integrations, Work form Management/Optimization, Recording & Transcription, Modern Historical and Real-time Data and Analytics, Machine Language/Artificial Intelligence (ML/AI) Enhanced Solutions etc.

• 7+ years of proficiency in programming languages such as Java, Python for microservices with REST API, Secure Web Sockets/gRPC; Modern Browser technologies and languages such as React, Angular, Redux, RXJS, Typescript, Bootstrap; DevOps technologies such as Jenkins, Maven, NPM and relevant frameworks and libraries

• 7+ years of solid understanding of cloud technologies, microservices and micro front end architecture, WebRTC and SIP integrations

Desired Qualifications :

• 5+ years of leadership and communication skills, with the ability to collaborate effectively across teams, mentor junior engineers.

• Experience in harnessing the power of cloud-based contact center solutions (e.g. Amazon Connect, Google CCAI, Five9, Genesys Cloud or NICE CX) to create seamless customer and agent experiences.

• Experience with Real Time massively scalable, low latency, Event-driven Microservices architectures, API design and development, and integrating with enterprise aspects such as Single Sign On, federated systems, API Gateways, ADCs and Sources of Records

• Experience with firm wide, large-scale transformations to cloud-based solutions

• Strong knowledge of Contact Center functional domains including IVR & routing, call recording and Transcription and outbound dialing.

• Demonstrated experience in agile development, application design, software development, and automation.

• Strong advocate of design patterns and best practices and fixing anti patterns and uplifting engineering community through coaching, and guidance.

• Experience with adaptive and responsive development techniques.

• Strong analytical skills with high attention to detail and accuracy, cross functional experience in managing software delivery, project/program management, risk and controls.

• Ability to work effectively, as well as independently, in a team environment.

• Familiarity with agile development methodologies and a track record of delivering complex projects on time.

Job Locations:

2600 S Price Rd, Chandler, AZ

100 Fidelity Plz, NORTH BRUNSWICK, NJ

1525 W T Harris Blvd, Charlotte NC

3075 Loyalty Cir, COLUMBUS, OH

Salary:

$144,400-$300,000 (for all locations)

• This position is not eligible for Visa sponsorship.

• Hybrid schedule (3 days in office, 2 days remote)

• Relocation assistance is not available for this position.

Posting End Date:

8 Jul 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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 .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Company: WELLS FARGO BANK

Req Number: R-380359-3

Updated: Fri Jul 05 02:21:16 UTC 2024

Location: CHARLOTTE,North Carolina