Bank of America Corporation

Contact Center Engineer

Bank of America Corporation$90K — $110K *
Telecommunications & Hardware
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of hands-on experience with Avaya Call Manager, especially ARS/AAR configuration and routing updates.
  • Proven ability to manage Avaya Call Management System (CMS) reporting and user administration.
  • Strong knowledge in configuration and testing of Ribbon/Sonus systems for voice services.
  • Bachelor's degree in Computer Science, Telecommunications, Engineering, or equivalent.
  • Experience in highly regulated environments, particularly financial services, is a plus.

Responsibilities

  • Lead teams in delivering technology design solutions across multiple platforms.
  • Identify and enhance performance and capacity issues in development environments.
  • Ensure system designs meet enterprise standards and best practices.
  • Create and maintain technical documentation such as build guides and operational procedures.
  • Collaborate with architects and stakeholders to develop scalable technology solutions.
  • Provide Level 3 support for complex production issues and service incidents.
  • Conduct technical quality assurance reviews for project deliverables.

Benefits

  • Comprehensive health and wellness programs.
  • Opportunities for professional development and training.
  • Flexible working arrangements to support work-life balance.
  • Access to advanced technology and resources.
Full Job Description
Job Description:
This job is responsible for defining and leading the engineering approach across end-to-end technology stacks. Key responsibilities include leading teams to deliver design solutions, engaging in development environments to identify and improve performance/capacity issues, and ensuring system design solutions comply with enterprise standards. Job expectations include demonstrating technical expertise within domains, decomposing objectives into work units, advancing efficient solution delivery practices, and promoting exceptional design, engineering and organizational practices.

Responsibilities:
  • Provide hands-on administration and support of Avaya Call Manager, including ARS/AAR configuration, routing updates, network region and IP mapping management, and station administration.
  • Manage Avaya Call Management System (CMS) reporting and user/dictionary administration to support troubleshooting and operational analysis.
  • Perform Ribbon/Sonus system configuration, testing, and validation to ensure reliable voice and telecommunications services.
  • Review requirements and evaluate impacts to existing Contact Center and Voice environments.
  • Create and maintain engineering standards, build guides, operational procedures, and technical documentation.
  • Develop bills of material, infrastructure requirements, placement requests, and technical implementation documentation.
  • Partner with architects, operations teams, product managers, vendors, and business stakeholders to deliver scalable solutions.
  • Provide Level 3 engineering support for complex production issues and critical service incidents.
  • Participate in proof-of-concept testing, platform certifications, upgrades, and technology evaluations.
  • Support platform lifecycle management, capacity planning, vulnerability remediation, and modernization initiatives.
  • Ensure solutions comply with enterprise architecture, security, risk, and operational standards.
  • Perform technical quality assurance reviews of project deliverables, implementations, and vendor solutions.
  • Communicate technical status, risks, and recommendations to senior leadership and project stakeholders


Required Qualifications:
  • Avaya Call Manager Administration (hands on), specifically in the areas of:

- ARS, AAR Administration

- Routing Changes

- Network Regions, IP Mapping

- Station Administration
  • Avaya Call Management System:

- Extensive knowledge of Reporting for troubleshooting purposes

- User/Dictionary Administration
  • Ribbon, Sonus

- System configuration and testing
  • Intradeo E911

- System Configuration and testing

Desired Qualifications:
  • Bachelor's degree in Computer Science, Telecommunications, Engineering, or equivalent experience.
  • Experience with certificate lifecycle management solutions such as Venafi.
  • Experience managing licensing across the Avaya Aura technology stack.
  • Knowledge of NICE platforms and related integrations.
  • Experience supporting Intrado E911 solutions.
  • Advanced TCP/IP and network troubleshooting experience.
  • Experience working within financial services or other highly regulated environments.

Skills:
  • Analytical Thinking
  • Collaboration
  • Innovative Thinking
  • Solution Delivery Process
  • Solution Design
  • Architecture
  • Automation
  • Influence
  • Risk Management
  • Technical Strategy Development
  • Adaptability
  • Application Development
  • Business Acumen
  • DevOps Practices
  • Production Support


Shift:
1st shift (United States of America)

Hours Per Week:
40

About Bank of America Corporation

Bank of America Merrill Lynch is the corporate and investment banking division of Bank of America. It provides services in mergers and acquisitions, equity and debt capital markets, lending, trading, risk management, research, and liquidity and payments management. It was formed through the combination of the corporate and investment banking activities of Bank of America and Merrill Lynch following the acquisition of the latter by the former in January 2009. Bank of America completed the acquisition of Merrill Lynch & Co on 1 January 2009. Bank of America began rebranding all of its corporate and investment banking activities under the Bank of America Merrill Lynch name in September 2009. In April 2010, Bank of America Merrill Lynch appointed Christian Meissner as head of investment banking for Europe, Middle East and Africa. In April 2011, Bank of America Merrill Lynch integrated its corporate and investment banking operations into a single division. In October 2013, Bank of America Merrill Lynch was recognised as the Most Innovative Investment Bank of the Year in The Banker's Investment Banking Awards.

Bank of America Corporation Careers

Join the dynamic team at Bank of America Corporation, a premier global financial institution where innovation, leadership, and growth go hand in hand. As one of the largest banks in the world, we offer unparalleled job opportunities and a culture that values diversity, inclusion, and professional growth. Work You’ll Do At Bank of America Corporation, you’ll be part of a team that’s dedicated to making a real difference. Whether you’re helping families buy their first home, advising businesses on expansion, or developing cutting-edge financial technologies, your work will have an impact. Our commitment to leadership in the financial industry has never been stronger, and we need passionate, skilled professionals to lead our journey. Explore a World of Opportunities From entry-level positions to leadership roles, Bank of America Corporation offers a variety of career paths in areas such as investment banking, technology, marketing, and risk management. Our job opportunities span the globe, providing the chance to work alongside the best in the industry and develop skills that will propel your career forward. Internship Programs Kickstart your career with Bank of America Corporation’s internship programs. These opportunities provide hands-on experience and a chance to engage in meaningful work that complements your academic studies. Interns gain invaluable networking opportunities, receive mentorship from seasoned professionals, and learn about the culture and operations of a global financial leader. Benefits and Growth Bank of America Corporation is committed to the well-being and continuous professional development of our team members. We offer a competitive benefits package that supports the health, financial stability, and work-life balance of our employees. Our training programs and development initiatives ensure that every team member has the opportunity to grow and advance within the company. Inclusive Culture We believe our strength lies in our diversity. Bank of America Corporation fosters an inclusive environment where all employees can thrive. Through diversity training and a commitment to equal opportunities, we cultivate leadership and innovation that reflect the wide-ranging communities we serve. Join Our Team Are you ready to advance your career at a company that’s at the forefront of the financial industry? Explore the positions available at Bank of America Corporation and find where your skills and interests align with our needs. We are continuously hiring and looking for individuals who are curious, creative, and eager to drive change. Stay Connected Keep up to date with the latest from Bank of America Corporation Careers by subscribing to our job alert emails. Tailor your subscription to receive updates that match your career interests and get insider tips that can help you during your application and interview process. Bank of America Corporation is not just a company—it’s a place where you can shape your future and the future of finance. Join us and be part of a team that’s redefining what a bank can be.
Learn more about Bank of America Corporation
Size
208,000 employees
Market Cap
$260.3 billion
Industry
Net Income
$17.8 billion
Founded
1998
5 Year Trend
-1.4%
NASDAQ

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