Production Services Specialist II

Bank of America • Charlotte, NC

4d • Onsite

About The Position

This role provides front-line production support to end users and manages incidents and problem-management governance across multiple applications. The specialist leads triage for business-impacting incidents, supports restoration of complex production issues within Service Level Agreements, and pursues root-cause analysis and follow-up problem resolution.

The position supports and maintains a Genesys Contact Center and CTI call-routing environment, including related telephony technologies and IVR platforms. It monitors system performance, troubleshoots complex routing and IVR issues, participates in incident response, and coordinates issue resolution across technology teams. The role serves as a subject matter expert for applications in its portfolio and helps maintain reliable customer contact-center services.

This position is based at the Villa Park Operations Center in Richmond, Virginia, and follows a first-shift schedule of 40 hours per week. On-call rotational support, including nights, weekends, and holidays, is required. The role is eligible for an annual discretionary incentive plan and benefits, including paid time off.

Requirements

• At least 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.
• Ability to provide on-call rotational support, including Saturdays, Sundays, and holidays as required.
• Ability to learn new technologies quickly and adapt to changing business requirements.
• Self-motivated and proactive, with the ability to work independently and contribute effectively within a team.
• Excellent verbal and written communication skills.

Nice To Haves

• Avaya Call Manager.
• Genesys Call Routing.
• IVR technologies; GVP is a plus.
• SQL.
• SIP.
• Linux.
• Splunk.
• Skills listed: 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, and Stakeholder Management.

Responsibilities

• Lead production-support triage efforts, manage bridge-line troubleshooting, conduct technical research, and escalate issues to leadership as needed.
• Ensure impacts are accurately recorded in the system of record and that documents and wikis are updated and available during triage.
• Support documentation of application flows, upstream and downstream impacts during outages, customer experience, and support contacts.
• Identify or validate business impacts using monitors, dashboards, and logs, and communicate findings to leadership and vendors.
• Manage activities to identify incident root causes, resolutions, preventative actions, and change requests; report on incident data quality.
• Promote and enforce production governance during triage and testing, and identify production failure scenarios, vulnerabilities, and improvement opportunities.
• Serve as a subject matter expert for portfolio applications, using extensive knowledge of application functionality and flows.
• Assess and prioritize research requests, ad hoc reports, and offline incidents at the direction of senior team members, and delegate work as needed.
• Provide production support for Genesys call routing, CTI, and IVR solutions.
• Analyze, troubleshoot, and resolve complex contact-center telephony and routing issues.
• 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 management through verbal and written channels.
• Manage multiple priorities in a fast-paced support environment while maintaining service reliability and customer experience.
• Participate in an on-call support rotation, including nights, weekends, and holidays.

Benefits

• Benefits eligibility.
• Access to paid time off.
• Annual discretionary incentive plan eligibility, with awards based on individual performance and behaviors, line-of-business and/or group performance, and overall company success.
• Affordable, competitive, and flexible benefits supporting physical, emotional, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed