Conversational AI Design and Implementation Manager

Conversational Ai Manager

Wells Fargo is seeking a Conversational AI Manager to lead a team of resources focused on design, implementation, and care for our new AI driven Voice Self-Service platform.

In this role, you will:

• Manage and develop a team of Conversational AI resources to Design, configure, and maintain our new AI driven Voice Self-Service platform.
• Drive the team to create a new Voice Self-Service experience that will provide customers a low friction, natural way of interacting to obtain service on their accounts across all Wells Fargo product lines.
• The team will be responsible for design, implementation, and ongoing tuning of the NLP and AI models.
• Identify and recommend opportunities for process improvement that address long-term business strategies.
• Identify risks associated with technological strategies and propose alternative solutions.
• Determine appropriate strategy and actions of the design and implementation team to meet highly complex deliverables in a new CCaaS environment.
• Lead technology strategy development or design of technology processes, models, call flows, and standards.
• Interpret and examine technical solutions for functions with high complexity.
• Collaborate with business and technology management.
• Interact directly with vendors and other external contacts to ensure the building of effective and influential relationships.
• Manage allocation of people and financial resources for the Product teams managing the CCaaS platform.
• Develop and guide a culture of talent development to meet business objectives and strategy.

Required Qualifications:

• 6+ years of Business Systems Data, Business Systems Designing, and Information Technology Consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years management or leadership experience

Desired Qualifications:

• Management of team working with in Google DialogFlow is preferred
• Experience with Google DialogFlow
• 8+ years Technology Business Systems and artificial solutions design programs experience
• 6 + years direct management experience
• Experience working in contact center technologies that provide automated self-service via voice or chat.
• Experience with routing technologies and supporting the delivery of contacts across a wide span of product types and caller intents.
• Work history involving design and implementation of voice experiences.
• Familiarity with NLP models, tuning methodologies, and ongoing maintenance of AI/ML based customer service platforms.

Job Expectations:

• 3 days per week in the office is required.
• Location must be in one of the posted cities

Locations:

301 S Tryon St, Charlotte, NC 28282

1801 Park View Dr, Minneapolis, MN 55126

2700 S Price Rd, Phoenix, AZ 85286

4101 Wiseman Blvd, San Antonio, TX 78251

1301 Solana Blvd, Dallas, TX 76262

7000 Vista Dr, Des Moines, IA 50266

2200 Concord Pike, Wilmington, DE 19803

**No Visa Sponsorships**

Pay Range: $139,000.00 - $239,000.00

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Wells Fargo is an equal opportunity employer. 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.