Technology Director (Contact Center)

Wells Fargo Bank•Charlotte, NC

1d•$215,000 - $355,000•Hybrid

About The Position

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

Requirements

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

Nice To Haves

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

Responsibilities

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