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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. 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. Role Overview: We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment. The ideal candidate will have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution. You’ll be part of a team responsible for ensuring seamless customer interactions through robust contact center technologies. This includes participating in live triage calls, analyzing routing logic, and collaborating with cross-functional teams to resolve issues quickly and effectively.