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Senior Software Engineer

Mumbai, , India;

Job Description:

Overview

Bank of America is one of the world’s leading financial institutions, serving individual consumers, 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. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.

* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

Global Wholesale Banking Technology (GWBT) comprises of technology for Commercial, Corporate and Investment Banking Customers of Bank of America across the globe.  The team works closely with the business and Development Partners to provide seamless Production Support for Global Wholesale Banking Applications.

Job Description

The individual will be responsible to provide application support and delivery of services in accordance with ITIL.

  • Experience in production support
  • Strong design, implementation and troubleshooting skills on Genesys 8.x Framework in cloud and enterprise solutions.
  • Design and implementation on reporting solutions (Informart,contact center analyser) & client interfaces (CCPulse,Genesys Interactive Insights and Pulse)
  • Knowledge on scripting of Voice XML using composer
  • Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
  • Good knowledge of VoIP environments and IP/PSTN integrations 
  • Design and implementation of GVP,WFM,Genesys Interaction Recording and Desktop(IWS,WDE,WWE) solutions.
  • Experience with NICE Voice Recording, Aspect or Verint Workforce Management
  • Strong experience in complex issues handling

Responsibilities

  • Provide application support and delivery of services in accordance with ITIL guidelines and standard process guidelines within the agreed SLA’s
  • Debug and fix production issues
  • Perform system/server health checks.
  • Drive automation and process improvements
  • Manage SLAs and escalations

Requirements

  • Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)
  • Certifications, If Any:

Genesys Certified Associate (GCA), 

Genesys Certified Professional (GCP)

Genesys Certified Professional Consultant

  • Experience Range: 2 - 4 yrs

Foundational skills:

  • Strong design, implementation and troubleshooting skills on Genesys 8.x Framework in cloud and enterprise solutions.
  • Design and implementation on reporting solutions (Informart,contact center analyser) & client interfaces (CCPulse,Genesys Interactive Insights and Pulse)
  • Knowledge on scripting of Voice XML using composer
  • Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
  • Good knowledge of VoIP environments and IP/PSTN integrations 
  • Design and implementation of GVP,WFM,Genesys Interaction Recording and Desktop(IWS,WDE,WWE) solutions.
  • Experience with NICE Voice Recording, Aspect or Verint Workforce Management
  • Strong experience in complex issues handling
  • Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & GenesysCertified Professional Consultant)

Work Timings:

  • Rotating Shifts – All Days (6:30 AM to 3:30 PM, 1:30 PM to 10:30 PM)
  • The role require employees to work on Sat/Sun and on Holidays.

Job Location:  GGM,HYD,MUM,CHN,GIFT

Job Band:

H7

Shift: 

Hours Per Week:

45

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Overview

Bank of America is one of the world’s leading financial institutions, serving individual consumers, 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. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.

* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

Global Wholesale Banking Technology (GWBT) comprises of technology for Commercial, Corporate and Investment Banking Customers of Bank of America across the globe.  The team works closely with the business and Development Partners to provide seamless Production Support for Global Wholesale Banking Applications.

Job Description

The individual will be responsible to provide application support and delivery of services in accordance with ITIL.

  • Experience in production support
  • Strong design, implementation and troubleshooting skills on Genesys 8.x Framework in cloud and enterprise solutions.
  • Design and implementation on reporting solutions (Informart,contact center analyser) & client interfaces (CCPulse,Genesys Interactive Insights and Pulse)
  • Knowledge on scripting of Voice XML using composer
  • Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
  • Good knowledge of VoIP environments and IP/PSTN integrations 
  • Design and implementation of GVP,WFM,Genesys Interaction Recording and Desktop(IWS,WDE,WWE) solutions.
  • Experience with NICE Voice Recording, Aspect or Verint Workforce Management
  • Strong experience in complex issues handling

Responsibilities

  • Provide application support and delivery of services in accordance with ITIL guidelines and standard process guidelines within the agreed SLA’s
  • Debug and fix production issues
  • Perform system/server health checks.
  • Drive automation and process improvements
  • Manage SLAs and escalations

Requirements

  • Education: B.E. / B. Tech/M.E. /M. Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)
  • Certifications, If Any:

Genesys Certified Associate (GCA), 

Genesys Certified Professional (GCP)

Genesys Certified Professional Consultant

  • Experience Range: 2 - 4 yrs

Foundational skills:

  • Strong design, implementation and troubleshooting skills on Genesys 8.x Framework in cloud and enterprise solutions.
  • Design and implementation on reporting solutions (Informart,contact center analyser) & client interfaces (CCPulse,Genesys Interactive Insights and Pulse)
  • Knowledge on scripting of Voice XML using composer
  • Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
  • Good knowledge of VoIP environments and IP/PSTN integrations 
  • Design and implementation of GVP,WFM,Genesys Interaction Recording and Desktop(IWS,WDE,WWE) solutions.
  • Experience with NICE Voice Recording, Aspect or Verint Workforce Management
  • Strong experience in complex issues handling
  • Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & GenesysCertified Professional Consultant)

Work Timings:

  • Rotating Shifts – All Days (6:30 AM to 3:30 PM, 1:30 PM to 10:30 PM)
  • The role require employees to work on Sat/Sun and on Holidays.

Job Location:  GGM,HYD,MUM,CHN,GIFT

Learn more about this role

Full time

JR-21063822

Band: H7

Manages People:

Manager:

Talent Acquisition Contact:

Leela Manoj Saidu

Referral Bonus:

0