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 support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies. Position Summary: Looking for a Telephony Call Routing / IVR Support Analyst for a production support role. Responsibilities will focus on supporting a Genesys CTI call routing solution. Supported applications will include the Genesys suite of call routing components and applications. Candidate should also be familiar with IVR support, analysis and troubleshooting. Candidate should be comfortable engaging in real-time triage conference calls to troubleshoot complex contact center routing and IVR issues. Ability to communicate clearly both verbally and written to multiple tiers of management is required. Applicant should be an aggressive self-starter, motivated to learn new applications, technologies and able to work multiple concurrent tasks. Application specific training will consist of hands on real time engagement as well as formal vendor training. On-call rotation is required which will include weekends, nights and holidays. Qualified applicant should have a minimum of 2-3 years experience in contact center telecommunications. Strong problem solving and diagnostic skills are essential to success for this position. A solid foundation of computer and network fundamentals are required for this role.