Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Responsibilities

• Provide direct engagement and oversight, guidance, and governance for Voice operations for Vendors supporting Cisco and/or Avaya, Ribbon and similar.

• Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation. 

• Duties will include Voice Operations Voice support for Cisco, Avaya, Ribbon, and adjunct equipment, including E911.

• Understanding of Cisco Telepresence and WebEx platforms

• Handle/manage all aspects of core voice services in conjunction with support Voice for infrastructure globally.

• Position serves weekly “on call” with other team members on a rotational basis.

Note: There are occasional after hours engagements via NEWS page

• MS Teams Voice experience “a plus”

Operations technician responsible for support of Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport—including external carrier.

Required Qualifications

Note: There are occasional after hours engagements via NEWS page

• Five - seven years of Bank operations experience working in a Bank technical support role supporting voice

• Experience in working with Vendors and Carriers on service issues, SLAs

• Leadership and Communication on outages, including reporting change related incidents

• Incident and change activities in the core voice production environment.

• Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation

• Experience with Remedy, opening and updating Incident Tickets

• Experience with Change and Problem ticket management

• Time management skills, high productivity 

Key Areas of Expertise:

• Cisco Enterprise Voice

• Avaya Contact Center and Adjunct Equipment

• Ribbon Transport

• 5 to 7 years of voice technology experience 

• 3-4 years’ experience in a Lead Role preferred

• Previous knowledge and work experience across the Bank is helpful. 

• Remedy and/or ServiceNow Experience.

Previous knowledge with ability to use the following tools:  

• Cisco Webex – Working with Bridgelines and Breakout Sessions.

• NEWs – Identifying and paging the right teams for assistance.

• Microsoft Products (Excel, Word, Powerpoint).

• ITSM (Information Technology Service Management) Remedy.

Desired Qualifications

• 3-4 years experience in a Lead Role preferred
• Experience in Voice Technologies, including Cisco Enterprise Voice, Contact Center, Carrier engagement, Enterprise Voice troubleshooting.
• Vendor Operations Governance, including managing scope of work contractors as "Bank Manager"

Skills:

• Innovative Thinking
• Production Support
• Result Orientation
• Risk Management
• Solution Design
• Adaptability
• Analytical Thinking
• Collaboration
• Influence
• Solution Delivery Process
• Architecture
• Automation
• DevOps Practices
• Project Management
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40