Implementation Specialist

• 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.

Conversational AI Design and Implementation Manager

Customer Engineer – AV/UC

Implementation Consultant – Retirement

Implementation Specialist II – Deposit

Implementation Specialist

Implementation Consultant