Production Services Specialist II

Bank of America•Richmond, VA

1d•$73,600 - $143,800•Onsite

About The Position

At Bank of America, the Production Services Specialist II supports end users and responds to incidents and problem management needs across multiple applications. The role leads triage of business-impacting incidents, ensures compliance with incident and problem management policies, serves as a focal point for the customer, client, and associate experience, restores complex production incidents under tight Service Level Agreements, and follows up on root cause and problem resolution. This position supports and maintains a Genesys Contact Center and CTI call routing environment, including related IVR technologies. It monitors system performance, troubleshoots complex routing and IVR issues, participates in incident response, and drives issue resolution across technology teams. The role also coordinates production support processes, documents business impacts and application flows, and works with business partners, vendors, and technical teams to implement sustainable solutions. The position is based at the Villa Park Operations Center in Richmond, Virginia, and is designated as first shift, 40 hours per week. It includes participation in an on-call rotation, including nights, weekends, and holidays as required.

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 on Saturdays, Sundays, and holidays as required.
Ability to quickly learn new technologies 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.

Responsibilities

Lead production support triage, 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 supporting documents and wikis are maintained and available for 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 applications in the portfolio, using extensive knowledge of their functionality and flows.
Assess and prioritize research requests, ad hoc reports, and offline incidents at senior team members’ direction, 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 with technical teams, business stakeholders, and management through verbal and written channels.
Manage multiple priorities in a fast-paced support environment while focusing on service reliability and customer experience.
Participate in an on-call support rotation, including nights, weekends, and holidays.