Bank of America Corporation

Solution Engineer Lead

Bank of America Corporation$100K — $130K *
Telecommunications & Hardware
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years of experience in Contact Center, VoIP, or enterprise voice technologies.
  • Strong expertise with Avaya technologies including ACM, Session Manager, and CMS.
  • Solid understanding of ACD/PBX programming, IVR technologies, and call flow management.
  • Experience in enterprise-scale technology environments and voice networking protocols like SIP and H.323.
  • Strong analytical, troubleshooting, and communication skills.

Responsibilities

  • Design and engineer Contact Center and Voice solutions using Avaya technologies.
  • Develop technical design and implementation plans for platform upgrades.
  • Lead the configuration and implementation of Contact Center infrastructure.
  • Collaborate with teams to create engineering plans and delivery strategies.
  • Create and uphold engineering standards and documentation for processes.
  • Provide advanced technical support for production environments.
  • Ensure compliance with architecture and security standards.

Benefits

  • Collaborative work environment with cross-functional teams.
  • Opportunities for professional development and specialization.
  • Exposure to cutting-edge technologies in a fast-paced industry.
  • Impactful role contributing to business transformation initiatives.
Full Job Description
Job Description:

This job is responsible for defining and leading the engineering approach across end-to-end technology stacks. This role requires deep technical expertise designing, engineering, and supporting enterprise Contact Center and Voice platforms within a large-scale, highly available environment. The candidate will be responsible for producing detailed technical designs, implementation plans, and operational standards that support critical Contact Center services and business transformation initiatives.

The role requires close collaboration with engineering, architecture, operations, product partners, vendors, and line-of-business stakeholders to deliver reliable, scalable, and secure solutions. The successful candidate will operate at the intersection of engineering execution, program delivery, and technical leadership, helping drive modernization efforts while maintaining operational stability and adherence to enterprise standards.

Responsibilities include solution design, implementation planning, technical governance, troubleshooting, vendor engagement, and lifecycle management of Contact Center technologies. The engineer will also provide technical leadership and Level 3 support for complex production environments while ensuring solutions align with Bank standards, security requirements, and business objectives.

Responsibilities:
  • Design, engineer, and support enterprise Contact Center and Voice solutions built on Avaya technologies.
  • Develop detailed technical designs and implementation plans for new initiatives and platform enhancements.
  • Lead implementation and configuration activities for Contact center infrastructure and integrated voice solutions.
  • Collaborate with program teams to develop engineering execution plans, milestones, timelines, and delivery strategies.
  • 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:
  • 8+ years of experience supporting Contact Center, VoIP, or enterprise voice technologies.
  • Strong experience with:
  • Avaya Communication Manager (ACM)
  • Avaya Session Manager
  • Avaya System Manager
  • Avaya AES
  • Avaya CMS
  • Media Servers
  • Strong understanding of:
  • Contact Center engineering
  • ACD/PBX programming
  • Vectors and adjunct routing
  • Call flows and IVR technologies
  • Experience with SIP, RTP/RTCP, H.323, SIP trunking, SBCs, and enterprise voice networking.
  • Knowledge of LAN/WAN networking fundamentals and voice quality optimization.
  • Experience supporting complex enterprise-scale technology environments.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Experience developing technical documentation, implementation procedures, and engineering standards.
  • Strong communication skills with both technical teams and senior leadership.
  • Ability to drive execution across globally distributed teams


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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