Vice President, Voice Recording Engineer, Employee Experience Technology

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
 

To work in a regional voice operations and project team that manages the low-level technical delivery of all voice infrastructure projects and provides governance to the organization strategic partners.

• To provide comprehensive product knowledge on NICE voice technology.
• Ability to provide onsite support for user testing of Voice recording on Turrets, Cisco phone, Teams testing features and functionalities during user migrations.
• Ability to handle and coordinate deployments during user / floor / site migrations.
• Provide L3 engineering support for business impacting issues.
• Work with internal and external project managers to report issues and deliver solutions.
• Engage with the business and external vendors to deliver solutions.
• Ensures user satisfaction by providing preventative maintenance, troubleshooting, and quickly
• Participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming, and data center capabilities.
• This will include components of the assessment and optimization of system design and review of user requirements.
• Able to provide and communicate technology solutions across differing audiences including technical, managerial, business executives, and/or vendors.
• Leads the resolution process for problems where analysis of situations or data requires an in-depth evaluation of various factors.
• Contributes to the determination of technical and operational feasibility of solutions.
• This role will be part of a team covering our daily business hours and will also be part of an ad-hoc support covering evenings and weekends for project-related activities.
• Provide documentation for engineering support.

Responsibilities:

• Solid NICE Voice recording and Voice Engineering Operations and Engineering experience.
• The position is for the regional Voice recording engineer supporting L3 of Engineering.
• The role includes migration, upgrades of Voice recording and Trading Floor voice applications. 

Required Skills:

• Knowledge and Hands experience on NICE Voice recording system and IPC Trading system.
• Experience working in the financial or banking industry.
• Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically, 10-15 years of IT experience.
• Moderate experience with Trading Floor and Telecommunication technologies; IPC/Cisco/Avaya.
•  Must be able to interact in a professional manner with End Users; must possess excellent PC, communication, and organizational skills.
• Candidates must be able to work both independently and in a team environment and be able to interact effectively with other team members, management, and clients.
• Candidates must have strong interpersonal, verbal, and written communications skills.