Market Job Description
About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.
EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
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 be part of Enterprise Contact Technologies team and will be working under Channel Handling technologies support multiple applications like NICE , Cisco ,Genesys ,Aspect etc.
supporting multiple business units across .
Responsibilities include but are not limited to :
Preferred to have a knowledge on Nice Recording and Analytical
Windows Server configuration validation in preparation for Interaction Recording application load
Weekly patching of NICE servers running on windows platform
Should have knowledge on contact center technology.
Experience in recording platform is preferred.
Identify and escalate server issues to appropriate technology partners for resolution
Configure user hierarchy and profile privileges for Interaction Recording projects
Configure Interaction Recording system to monitor and record contact center phones
Serve as escalation point for Interaction Recording vendor for any server or network issues
Support change control activities associated with Interaction Recording projects
Troubleshoot project defects associated with Interaction Recording applications
Create / update documentation of additions and changes to Interaction Recording systems.
Roll demands to speak to LOB partners, Engineers across globe and vendors, good communication is a must.
Knowledge on excel is an advantage.
Market Skills and Certifications
NICE Call Recording Engineering experience 5 years
Instructor level usage of the NICE application required
NICE Call Recording Certifications and a demonstrated Implementation, Integration and Migration are desired
Basic understanding of Contact Center Telephony Architecture, Standards and Practices is required
Experience with Web applications and Call Center Data requirements are required
Project life cycle experience is a must
The individual must be self-motivated, well organized, possess a strong analytical ability, exercise good judgment
The candidate must also have demonstrated experience in a telecommunications technology environment
The use of effective human relations skills including excellent written and oral communications is essential to this job
Shift schedule is permanent US Day time schedule
Must be amenable to work on holidays / weekends should the business requires
Work location : Uptown, Bonifacio Global City, Taguig City
Internal only : Interested team members must have at least 12 months tenure in current role and not under current Corrective Action .
Team members should inform their manager prior
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.