Senior Contact Center Engineer Jobs (NOW HIRING)

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 defining and leading the engineering approach across end-to-end technology stacks. Key responsibilities include leading teams to deliver design solutions, engaging in development environments to identify and improve performance/capacity issues, and ensuring system design solutions comply with enterprise standards. Job expectations include demonstrating technical expertise within domains, decomposing objectives into work units, advancing efficient solution delivery practices, and promoting exceptional design, engineering and organizational practices.

Responsibilities:

• Provide hands-on administration and support of Avaya Call Manager, including ARS/AAR configuration, routing updates, network region and IP mapping management, and station administration.

• Manage Avaya Call Management System (CMS) reporting and user/dictionary administration to support troubleshooting and operational analysis.

• Perform Ribbon/Sonus system configuration, testing, and validation to ensure reliable voice and telecommunications services.

• Review requirements and evaluate impacts to existing Contact Center and Voice environments.

• Create and maintain engineering standards, build guides, operational procedures, and technical documentation.

• Develop bills of material, infrastructure requirements, placement requests, and technical implementation documentation.

• Partner with architects, operations teams, product managers, vendors, and business stakeholders to deliver scalable solutions.

• Provide Level 3 engineering support for complex production issues and critical service incidents.

• Participate in proof-of-concept testing, platform certifications, upgrades, and technology evaluations.

• Support platform lifecycle management, capacity planning, vulnerability remediation, and modernization initiatives.

• Ensure solutions comply with enterprise architecture, security, risk, and operational standards.

• Perform technical quality assurance reviews of project deliverables, implementations, and vendor solutions.

• Communicate technical status, risks, and recommendations to senior leadership and project stakeholders

Required Qualifications:

• Avaya Call Manager Administration (hands on), specifically in the areas of:

- ARS, AAR Administration

- Routing Changes

- Network Regions, IP Mapping

- Station Administration

• Avaya Call Management System:

- Extensive knowledge of Reporting for troubleshooting purposes

- User/Dictionary Administration

• Ribbon, Sonus

- System configuration and testing

• Intradeo E911

- System Configuration and testing

Desired Qualifications:

• Bachelor's degree in Computer Science, Telecommunications, Engineering, or equivalent experience.

• Experience with certificate lifecycle management solutions such as Venafi.

• Experience managing licensing across the Avaya Aura technology stack.

• Knowledge of NICE platforms and related integrations.

• Experience supporting Intrado E911 solutions.

• Advanced TCP/IP and network troubleshooting experience.

• Experience working within financial services or other highly regulated environments.

Skills:

• Analytical Thinking

• Collaboration

• Innovative Thinking

• Solution Delivery Process

• Solution Design

• Architecture

• Automation

• Influence

• Risk Management

• Technical Strategy Development

• Adaptability

• Application Development

• Business Acumen

• DevOps Practices

• Production Support

Shift:

Hours Per Week: