Conversational AI Design and Implementation Manager

About this role:
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 S t, 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
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$139,000.00 - $239,000.00
Benefits
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

Posting End Date:
21 Oct 2025
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
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.
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.
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.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.