Technical Operations Specialist

Bank of America•Charlotte, NC

2d•Onsite

About The Position

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 our best to drive Responsible Growth and deliver for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for the planning, development, and implementation of infrastructure solutions to meet specific deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and participating in projects and activities related to special initiatives or operations. Job expectations include leading the resolution process for problems, adhering to defined practices and policies to obtain results, and establishing input/output processes and working parameters for systems.

Requirements

Five - seven years of Bank operations experience working in a Bank technical support role supporting voice
Experience in working with Vendors and Carriers on service issues, SLAs
Leadership and Communication on outages, including reporting change related incidents
Incident and change activities in the core voice production environment.
Experience with engagement of support teams, including Domain Ops, CCO, Network Escalation
Experience with Remedy, opening and updating Incident Tickets
Experience with Change and Problem ticket management
Time management skills, high productivity
Cisco Enterprise Voice
Avaya Contact Center and Adjunct Equipment
Ribbon Transport
5 to 7 years of voice technology experience
Remedy and/or ServiceNow Experience.
Previous knowledge with ability to use the following tools:
Cisco Webex – Working with Bridgelines and Breakout Sessions.
NEWs – Identifying and paging the right teams for assistance.
Microsoft Products (Excel, Word, Powerpoint).
ITSM (Information Technology Service Management) Remedy.

Nice To Haves

MS Teams Voice experience “a plus”
3-4 years’ experience in a Lead Role preferred
Previous knowledge and work experience across the Bank is helpful.
3-4 years experience in a Lead Role preferred
Experience in Voice Technologies, including Cisco Enterprise Voice, Contact Center, Carrier engagement, Enterprise Voice troubleshooting.
Vendor Operations Governance, including managing scope of work contractors as "Bank Manager"

Responsibilities

Provide direct engagement and oversight, guidance, and governance for Voice operations for Vendors supporting Cisco and/or Avaya, Ribbon and similar.
Perform an operations technical role, including guiding technical recovery of Voice in house systems as well as Carrier engagements and escalation.
Voice Operations Voice support for Cisco, Avaya, Ribbon, and adjunct equipment, including E911.
Understanding of Cisco Telepresence and WebEx platforms.
Handle/manage all aspects of core voice services in conjunction with support Voice for infrastructure globally.
Position serves weekly “on call” with other team members on a rotational basis.
Operations technician responsible for support of Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport—including external carrier.