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.  Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

RESPONSIBILITIES :

• Provide end‐to‐end support in the creation and development of complex Computer Telephony Integration (CTI) routing applications.

• Integrate social and self‐serve channels to routing framework across assisted channels in contact and financial centers.

• Develop a voice routing application for detailed integrations across Genesys frameworks components and other client platform.

• Create and document detailed test scripts of call flows from the IVR to the CTI layer inclusive of integrated applications, such as Call Recording, Desktop and WFM.

• Develop Intelligent Voice Routing applications and Chat applications using Genesys composer SCXML and voice XML development languages.

• Route client interactions such as CTI, IVR, Agent Desktops, Omni Channel using IRD, Composer SCXML and Genesys Architect.

• Use Java/J2EE and Genesys to implement Composer SCXML routing strategy projects and perform enhancements.

• Integrate Genesys components with unified communication framework to support chat bots, social applications, and speech‐enabled devices.

• Utilize Continuous Integration and Continuous Deployment (CI/CD) to promote software development and operational integrations.

• Create real-time and historical reporting views in CCPulse/ Pulse/ Infomart and by using Splunk.

• Design infrastructure for Management Layer Components, SIP/TServer, Orchestration platform and Genesys Administrator Extension.

REQUIRED SKILLS & EXPERIENCE:

• Bachelor’s degree or equivalent in Engineering (any), Computer Science, Information Technology, Computer Information Systems, Management Information Systems or related; and

• 5 years of progressively responsible experience in the job offered or a related IT occupation.

• Must include 5 years of experience in each of the following:

• Routing client interactions such as CTI, IVR, Agent Desktops, Omni Channel using IRD, Composer SCXML and Genesys Architect;

• Using Java/J2EE and Genesys to implement Composer SCXML routing strategy projects and perform enhancements;

• Integrating Genesys components with unified communication framework to support chat bots, social applications, and speech‐enabled devices;

• Utilizing Continuous Integration and Continuous Deployment (CI/CD) to promote software development and operational integrations;

• Creating real-time and historical reporting views in CCPulse/ Pulse/ Infomart and by using Splunk; and,

• Designing infrastructure for Management Layer Components, SIP/TServer, Orchestration platform and Genesys Administrator Extension.

If interested apply online at www.bankofamerica.com/careers or email your resume to bofajobs@bofa.com and reference the job title of the role and requisition number.

EMPLOYER:  Bank of America N.A.

Shift:

1st shift (United States of America)

Hours Per Week: 

40