Technical Operations Specialist

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/orAvaya 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 Transportincluding 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:

Hours Per Week: