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 providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Overview:

We are seeking an experienced Telephony Call Routing / IVR Support Analyst to join our production support team. This role is responsible for supporting and maintaining a Genesys Contact Center and CTI call routing environment, ensuring the stability, performance, and availability of critical customer contact center services.

 

The successful candidate will provide operational support for the Genesys suite of call routing applications and related telephony technologies, including IVR platforms. Responsibilities include monitoring system performance, troubleshooting complex routing and IVR issues, participating in incident response activities, and driving issue resolution across multiple technology teams.

Responsibilities:

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers
• Provide production support for Genesys call routing, CTI, and IVR solutions
• Analyze, troubleshoot, and resolve complex contact center telephony and routing issues
• Actively participate in real-time incident triage calls and major incident management activities
• Collaborate with business partners, vendors, and technology teams to identify root causes and implement sustainable solutions
• Communicate effectively with technical teams, business stakeholders, and various levels of management through both verbal and written channels
• Manage multiple priorities in a fast-paced support environment while maintaining a strong focus on service reliability and customer experience
• Participate in an on-call support rotation, including nights, weekends, and holidays

Required Qualifications:

 

• 5+ years of experience supporting contact center telecommunications environments
• Strong working knowledge of Genesys Contact Center, CTI, call routing, and IVR technologies
• Demonstrated experience troubleshooting complex telephony, routing, and customer contact issues
• Excellent analytical, problem-solving, and diagnostic skills
• Strong understanding of computer systems, networking fundamentals, and application support methodologies
• Provide on-call rotational support, Saturdays, and Sundays and on holidays as required
• Ability to quickly learn new technologies and adapt to changing business requirements
• Self-motivated, proactive, and capable of working independently while contributing effectively within a team environment
• Excellent verbal and written communication skills

Desired Qualifications:

• Avaya Call Manager
• Genesys Call Routing
• IVR Technologies (GVP a plus)
• SQL
• SIP
• Linux
• Splunk

Skills:

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$73,600.00 - $143,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.