Contact Center Engineer

Bank of America•Charlotte, NC

1d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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.

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.