Wells Fargo is seeking a Contact Center Operations Technology Leader to provide deep technical leadership across large-scale, distributed customer interaction platforms and intelligent agent-assistance capabilities. This role is accountable for the architecture, engineering execution, and operational integrity of mission-critical systems that support high-volume, real-time customer interactions, while driving modernization through cloud-native platforms, event-driven architectures, and AI-enabled decisioning and automation.
The ideal candidate brings strong hands-on technical judgment, experience modernizing legacy operational platforms, and proven leadership in applying advanced AI techniques to complex, regulated production environments.
In this role, you will:
- Lead multiple engineering organizations responsible for the design, build, and operation of real-time, high-availability customer interaction platforms
- Drive technical modernization of contact center systems, including migration from monolithic and legacy architectures to cloud-native, API-driven, and event-based platforms
- Provide architectural leadership for solutions spanning call routing, agent desktop tooling, workflow orchestration, real-time data streaming, and operational analytics
- Lead the engineering strategy for AI-enabled agent assistance, including decision support, intent inference, task orchestration, and autonomous or semi-autonomous agent workflows
- Establish technical standards and guardrails for software engineering, including system reliability, fault tolerance, latency management, scalability, and observability
- Oversee solution design and implementation across first-party engineering teams and third-party technology providers, ensuring architectural consistency and operational resilience
- Guide teams in applying modern engineering practices such as microservices, containerization, CI/CD, infrastructure as code, and automated testing
- Ensure solutions meet enterprise requirements for security, privacy, data protection, model governance, and regulatory compliance
- Partner with architecture, risk, and control organizations to proactively identify and mitigate technology, operational, and model risks
- Own technical roadmaps that balance near-term delivery with long-term platform evolution and technical debt reduction
- Drive performance engineering, including load testing, capacity planning, and resiliency validation for peak and failure scenarios
- Provide executive-level technical guidance and decision-making during incidents, escalations, and complex cross-platform integrations
- Develop and mentor senior engineering leaders, architects, and technologists with deep expertise in distributed systems and applied AI
- Influence enterprise-wide technology strategy related to customer engagement platforms, intelligent automation, and AI-driven operations
- Engage with external vendors, partners, and industry forums to evaluate emerging technologies and architectural patterns
Required Qualifications:
- 10+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 4+ years of management or leadership experience
Desired Qualifications:
- Deep technical expertise in cloud platforms, distributed systems, and high-availability architectures
- Experience modernizing customer interaction or operations platforms with strict latency, reliability, and resiliency requirements
- Strong understanding of event-driven systems, API-based integrations, and real-time data processing
- Hands-on leadership applying AI/ML techniques to operational workflows, decisioning, or agent-assistance use cases
- Experience governing AI systems, including model lifecycle management, monitoring, explainability, and risk controls
- Proven ability to lead complex technology transformations in highly regulated environments
- Strong technical communication skills, with the ability to explain complex architectures and trade-offs to executive and non-technical audiences
Job Expectations:
- This position is not eligible for Visa sponsorship.
- This position offers a hybrid work schedule.
- Relocation assistance is available for this position
- Ability to travel up to 25% of the time
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What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. 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. © 2026 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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