About this role:
Wells Fargo is seeking a Senior Systems Operations Engineer
In this role, you will:
- Lead or participate in managing all installed systems and infrastructure within the Systems Operations functional area
- Contribute in increasing system efficiencies and lowering the human intervention time on related tasks
- Review and analyze moderately complex operational support systems, application software, and system management tools to ensure the highest levels of systems and infrastructure availability
- Work with vendors and other technical personnel for problem resolution
- Lead team to meet technical deliverables while leveraging solid understanding of technical process controls or standards
- Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability
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- 4+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- Must have bachelor's degree in computer science, Engineering, or related field (Or equivalent experience)
- The ideal candidate will have hands-on engineering experience with the Aspect Dialer application.
- Demonstrated technical competency and proficient in English language.
- Troubleshooting of technical issue regarding with outbound inbound campaign related to Agent, Telecom, and network dialer.
- Implementing BCP procedures for dialing service
- Monitoring of Aspect database and Attach DB Server
- Co-ordinate with ISP and dialer support vendor for any related issue
- Doing trend analysis and taking proactive measures for frequently occurring issues.
- Monitoring M3, AOD, ACD Campaign Monitoring, Alarms and Trunk Monitoring
- Create a New Service Inbound, Outbound, M3 and new disposition plan, resource group and DNIS mapping
- Upgrade experience on minor to major Aspect platform version
- Restarting Servers Services, Backup Deletion of recording file and Delete Logs etc.
- Supporting various type of Reports from Data View and CDR Reports
- Supporting agent application integration and troubleshooting with dialer OCX control
- Working knowledge of Active directory, Exchange and other Microsoft server products
- Good communication to handle business requirement and explaining solution
- Resource should have experience in handling Production support (L1 & L2) with sound knowledge and experience on troubleshooting production issues.
- Knowledge on SQL
- Monitoring all the alerts for application and take necessary action to fix the issue.
- Resource who is aware of Aspect Dialers inbound/outbound call flows.
- Aspect certified professional will be preferred
- Strong analytical skills
- Strong Engineering and Software development knowledge, Hands on experience on automating manual efforts in contact center domain.
- Good understanding of different monitoring tools.
- Gaining System/Application Knowledge in short time & become SME for set of applications in support area.
23 Oct 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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.
Candidates applying to job openings posted in US: 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.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
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.