• Job Description

  Req#: 25021493

  Job Description:

  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 leading the planning, designing, and implementation of complex infrastructure solutions to meet deployment requirements aligned with available playbooks and technical blueprints. Key responsibilities include providing and communicating technology solutions across audiences and overseeing 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.

  This position in Trader Voice and Regulatory Recording is necessary in order to address the current volume of operational technical tasks, including vendor operations governance, rapid engagement of troubleshooting to manage stability and production, and in-depth problem investigation of incidents potentially caused by Carriers, Network, power, or other 3rd parties. Additionally, the candidate will perform an operations technical role, including guiding technical recovery of Voice Trader and Network Systems.

  Responsibilities:

  • Provide operations support for Trader Voice Operations as an IPC expert with focus on IPC's Unigy platforms (IPC is our primary vendor for Voice communication systems)
  • Provide oversight, guidance, and governance for operations for Vendors
  • Trader Voice Operations Support Technical Role for directing IPC Trader Support, including IPC Unigy Trader platforms and NICE Recording systems (NTR/NTR-X)

  • Leadership and Communication on outages, including reporting change related incidents

  • Takes lead role in Incident and change activities in the core voice production environment

  • Position serves weekly “on call” with other team members on a rotational basis
  • Fulfills requests from business users and operations, communicates technical status updates with appropriate teams, and oversees stability, resiliency, reliability, and the performance of multiple supported systems
  • Mentors other team members and provides technical leadership
  • Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders, Solution Delivery Management teams, Technology Project Management teams, Solutions Engineering teams, and technical service providers for system design and deployment
  • Supports change implementations, proactively identifies and resolves potential issues resulting from the changes, and performs access and/or physical provisioning/deprovisioning (additions, modifications, and deletions) for infrastructure and applications
  • Provides consulting services to Core Technology Infrastructure (CTI) and technical partners, executes procedures reliably, and escalates appropriately to solve incidents quickly
  • Provides release support when needed and manages engagement across audiences
  • Provides full lifecycle management of the infrastructure and application environments

  Key areas of expertise:

  • IPC Turret systems
  • NICE Regulated Recording systems
  • Carrier engagement and troubleshooting
  • Vendor operations governance
  • Cisco Network Skills

  Required Qualifications:

  • 5+ years Bank operations experience working in a Bank technical support role supporting voice
  • Experience in working with Carriers and Transport on service issues
  • 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
  • Good time management skills, high productivity

  Desired Qualifications:

  • Previous operations experience within the Bank in a GTO, Trader, Recording, and/or Network capacity
  • Trader Voice experience

  • Experience with IPC Unigy and/or NICE Recording Systems (NTR/NTR-X)
  • Experience with Carrier, Enterprise Voice, and Network partners in collaborative troubleshooting
  • Vendor Operations Governance, including managing scope of work contractors as "Bank Manager"

  Skills:

  • Innovative Thinking
  • Production Support
  • Result Orientation
  • Adaptability
  • Analytical Thinking
  • Collaboration
  • Influence
  • Solution Delivery Process
  • Stakeholder Management

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

  Pay Transparency details

  US - NJ - Jersey City - 101 Hudson St - 101 Hudson (NJ2101)

  Pay and benefits information

  Pay range

  $85,000.00 - $151,900.00 annualized salary, offers to be determined based on experience, education and skill set.

  Discretionary incentive eligible

  This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

  Benefits

  This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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