Contact Center Program Engineer

Bank Of America Corporation Charlotte , NC 28201

Posted 2 months ago

Job Description:

Job Description:

Looking for a professional engineer with in-depth knowledge of Contact Center. The position will reside in Bank of America Real Time Collaboration Contact Center Engineering team directly supporting Architecture and Engineering functions for Contact Center products and solutions. The staff resources working in this position will be responsible for development of program schedule, program tasks, communication materials for senior leadership and Contact Center engineering documentation in relation to fast moving programs.

Key Responsibilities & Professional Competencies

  • Provide program guidance and develop program timelines from an engineering point of view in partnership with our program management office

  • Directly support business initiated projects.

  • Direct and communicate with leadership on status of programs and open issues.

  • Develop ROM/SOW quotes for projects for equipment placement, licensing

  • Assist in the development of project supporting documentation/information to include Bill of Materials (BOMs), cost estimates and equipment placement requests.

  • Provide local software and hardware support requiring complex integrated configurations in the areas of; Avaya Communications Manager and Avaya PBX (call routing, Cisco Unity Connection integration, AES, CMS, one-X), Sonus/Ribbon, LAN/WAN, VoIP, SIP and Session Management.

  • Develop and write procedures/documentation for installation, and configuration of Avaya Communication Manager, Avaya Application Enablement Servers, Avaya Call Manager Server.

Professional Competencies (Must Haves)

  • Excellent customer service skills including reporting, organization, written and oral communication and task prioritization.

  • Experience in program communication and program management

  • Communication skills a must, powerpoint, visio, structured program updates

  • Must be highly motivated and a self-directed individual.

  • 10+ Years Call Center experience.

  • Strong hands-on knowledge of Avaya ACM, Avaya CMS, Avaya Session Manager, Aspect, NICE voice recording, IVR, dialers, Genesys IVR and VoIP IVR & Broadsoft

  • Strong knowledge of session border controllers; Sonus/Ribbon GSX/7k Session Border Controller and SIP/TDM Trunking.

  • Extensive PBX/ACD experience, working knowledge of IVR, call flows, vectors, and adjunct routing, system architecture, design principles and implementation

  • Experience with QoS configurations, jitter, diagnosing and tuning QoS and performing bandwidth analysis.

  • Knowledge of CTI, LAN/WAN communications, switches and routers.

  • Knowledge of SIP, RTP/RTCP, ISDN, H.323, H248, MGCP, codecs is required.

  • Experience with configuration and support experience in a complex multi-layered network environment.

  • Participate in cross-functional teams and ability to work effectively in a geographically dispersed team.

  • Experience working under tight deadlines and high pressure environment.

  • Excellent troubleshooting and analytical skills.

  • Capable of quickly learning new technologies and procedures, as well as being willing to train others in procedures mastered as part of implementations.

  • Certifications:

  • SIP school

Desired Skills:

BA or BS in Telecommunications, Data Communications or Computer Science. 1-3 years of experience in LAN/WAN networking

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Contact Center Issue Assurance Consultant

Wells Fargo

Posted 2 weeks ago

VIEW JOBS 10/16/2020 12:00:00 AM 2021-01-14T00:00 Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Consumer and Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish. The CSBBO Contact Center Issue Assurance Team serves as the primary point of contact for SHRP Issues in the business. This position will support Issue Management within the Contact Center environment. The primary responsibilities for this role may include: * End-to-end coordination of Issues through the entire Issue Management life-cycle in accordance with the Enterprise Issue Management policy. * Partnering with Business Leaders, Business SME's, Process Owners, Business Unit Controls, Compliance, Ops Risk, Legal and other key stakeholders to identify Self-Identified Issues, or respond to Issues from Independent Risk Management/Audit/Exams, coordinate and perform Root Cause Analysis, Corrective Action Development and ensure subsequent mitigation of the risk and gaps through what is delivered in the Corrective Actions * Coordinating and performing Sustainability review with the business to ensure Corrective Actions are effective and sustainable over time. Ensure based on the results that Issues are ready to be validated or propose changes to enhance controls prior to validation. * Performing Issue updates, Issue reporting and line of business Issue process development Please note: other CSBBO hub locations may be considered. Required Qualifications * 8+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services demonstrated through work or military experience * 2+ years of compliance experience Desired Qualifications * Experience testing policy and procedures/control testing * Risk and regulatory compliance experience * Risk management experience * Ability to articulate issues, risks, and proposed solutions to various levels of staff and management * Ability to execute in a fast paced, high demand, environment while balancing multiple priorities * Excellent verbal, written, and interpersonal communication skills * Knowledge and understanding of regulatory compliance requirements surrounding the financial services industry * Strong analytical skills with high attention to detail and accuracy * Strong root cause analysis skills * Strong strategic and conceptual thinking skills * Knowledge and understanding of consumer related remediation policy, process, and procedures * Strong time management skills and ability to meet deadlines * Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change * Experience with tracking, monitoring and implementing corrective actions or information security exceptions for Operational Risk or a combination of both. Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. SD-Sioux Falls: Min: $82,500 Mid: $117,900 MN-Shoreview: Min: $91,700 Mid: $131,000 AZ-Chandler: Min: $91,700 Mid: $131,000 OR-Hillsboro: Min: $91,700 Mid: $131,000 CA-El Monte: Min: $100,900 Mid: $144,100 TX-Westlake: Min: $91,700 Mid: $131,000 NC-Charlotte: Min: $91,700 Mid: $131,000 IA-Des Moines: Min: $91,700 Mid: $131,000 Street Address AZ-Chandler: 2600 S Price Rd - Chandler, AZ NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC MN-Shoreview: 1801 Parkview Dr - Shoreview, MN OR-Hillsboro: 6305 NE Bennett Street - Hillsboro, OR TX-Westlake: 1301 Solana Blvd - Westlake, TX IA-Des Moines: 800 Walnut St - Des Moines, IA SD-Sioux Falls: 4811 N 4th Ave - Sioux Falls, SD CA-El Monte: 9000 Flair Dr - El Monte, CA Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. Wells Fargo Charlotte NC

Contact Center Program Engineer

Bank Of America Corporation