Technology Director (Contact Center)

About this role:

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​

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$215,000.00 - $355,000.00

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:

29 Mar 2026

*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.

For more details click Job Post.