Skip to main content

Voice Self-Service Conversational AI Implementor

About this role:

Wells Fargo is seeking a Senior Artificial Intelligence Solutions Consultant to support our migration to a new cloud-based AI voice virtual agent solution. This person will build the conversational experience for our new Wells Fargo Voice Self-Service platform, using the latest generative AI techniques including Google Dialogflow, and other AI based Speech systems.

In this role, you will:

  • Lead a team to identify, strategize and execute highly complex Artificial Intelligence initiatives that span multiple lines of business

  • Work with other Product, Technology, and Vendor resources to build conversational AI voice flows in our new CCaaS Self-Service platform

  • Create an environment where customers will be successful in self-service and account service needs by creating low-friction, effortless experiences.

  • Build Self-Service flows and caller treatments that provide natural, voice-based interactions where customers will feel confident in their interaction and the outcome.

  • Recommend business strategy and deliver Artificial Intelligence enabling solutions to solve business challenges

  • Define and prioritize cases, obtain the required resources and ensure the solutions deliver the intended benefits

  • Leverage Artificial Intelligence expertise to evaluate technological readiness and resources required to execute the proposed solutions

  • Make decisions to drive the implementation of Artificial Intelligence initiatives and programs while serving multiple stakeholders

  • Resolve issues which may arise during development or implementation

  • Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

  • Present to peers, partners, and executives to ensure a clear understanding of the experience we're providing our customers.

Required Qualifications:

  • 5+ years of Artificial Intelligence Solutions experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

  • Demonstrated experience working with Google DialogFlow to create AI driven voice service experiences.

Desired Qualifications:

  • 7+ year Artificial Intelligence solution experience

  • Proven experience of working on Contact Center technologies, specifically support of self-service and routing solutions

  • Experience working with vendors in a CCaaS environment to build and maintain contact center experiences

  • Proven use cases that include the creation of self-service voice flows including complex product and customer needs

  • Experience in building new solutions, or transforming existing contact centers to new technologies.

  • Technology and Product background that demonstrates the ability to work across a variety of teams and implementation solutions in a fast-paced, complex environment.

Job Expectations:

  • Ability to travel up to 10% of the time

Job Location:

 301 S Tryon St, Charlotte, NC 28282      

1801 Park View Dr, Minneapolis, MN 55126  

2700 S Price Rd, Phoenix, AZ 85286    

4101 Wiseman Blvd, San Antonio, TX 78251    

1301 Solana Blvd, Dallas, TX 76262         

7000 Vista Dr, Des Moines, IA 50266       

7711 Plantation Rd, Roanoke, VA 24019

2200 Concord Pike, Wilmington, DE 19803

** No Visa Sponsorships

Posting End Date: 

19 Mar 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.

Join our talent community

Learn about upcoming events and career opportunities at Wells Fargo

Talent Community
JK 1212 1236 B 4MP