Years of experience: 28

Data EntryBusiness AnalystProduct ManagerConsultingIT

Trusted by top professionals

  • AP
    Aaron Petersen
    Technology Manager @Wells Fargo Bank N A
    Verified
    I have had the pleasure of working directly with Don for the past few years and am continually impressed with his leadership. His ability to think outside the box and ensure that everyone on his teams...
  • CL
    Christopher Love
    Lead Technology Analyst @Wells Fargo
    Verified
    To Whom It May Concern, I highly recommend Don for any technology-related position, especially in the field of contact center technologies. I have had the pleasure of working closely with Don for sev...
  • Stacey Watson
    SVP/VP Software Engineering Manager @Wells fargo
    Verified
    Donald Rice and I were colleagues on the same team while he served as a Technology Director at Wells Fargo with distinction. Donald is a visionary leader whose strategic initiatives and technical expe...

Trust Score

Exceptionally trusted; proven professional excellence.

100%
Donald's Career Path
Executive Director of Call Center TechnologiesNov. 2020 -
Present
Wells FargoExecutive Director of Call Center Technologies
Durham, NC, United StatesEngaged leader over our call management technology that is leveraged by greater than 60k agents worldwide. I’ve responsible for 150+ technology specialist which include 15+ highly capable managers across multiple time zones. Inbound and outbound calls, dialers, voice biometrics, intelligence IVR, hosted or on-prem call management solutions are some of the technologies we support.
Leader Call Center Compliance TechnologyOct. 2020 -
Nov. 2020
Wells FargoLeader Call Center Compliance Technology
Charlotte, North Carolina, United StatesResponsible for leading 4 teams that maintaining and enhancing technology used across all of Wells Fargo call centers(50,000+ users) linked to compliance. Set the direction for greater adherence while leveraging the best in breed technology. Fraud protection, authentication, call recording, sentiment analysis are a few of the areas under my span of control.
IT Director – Artificial Intelligence and Contact Center DesktopJan. 2012 -
Sep. 2020
Lincoln Financial GroupIT Director – Artificial Intelligence and Contact Center Desktop
Greensboro/Winston-Salem, North Carolina AreaOversee the complete life cycle of building a reusable framework leveraging artificial intelligence - technology selection, architecture, quality assurance, competitive analysis, and 3rd party vendors.

Donald's Posts

  • How I can help you

    Address team morale, succession planning, and outcome focus. Leverage 20+ years in call center tech and 15+ years in management. Blend tech and non-tech expertise.

  • People I am looking for

    Seek clients eager for team transformation, open to change, and ready to embrace college hiring.

  • Experience & Cases

    Achievements: Modernized Wells Fargo process, $2.5M/month saved. Led agile transformation for 240 employees. Boosted diversity recruiting to 75% acceptance. Previous clients: Wells Fargo, Lincoln Financial Group.

  • How to contact

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