Production Services Specialist II

Bank of America

. Provide front-line production support for end users and Genesys call routing, CTI, and IVR solutions .

Posted 10/16/2026full-timeUnited StatesMid-LevelSenior💰 $73,600 - $143,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Genesys Contact Center technologies, including CTI, call routing, and IVR solutions, while effectively managing production support and incident triage. Strong analytical and problem-solving skills are essential for troubleshooting complex telephony issues and ensuring service reliability.

Highest-signal resume keywords

Genesys Contact CenterCTIIVR TechnologiesTroubleshooting Complex Telephony IssuesSQL

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Genesys Call RoutingIVR TechnologiesSQLSIPLinuxSplunkTelecommunications SupportApplication Support MethodologiesAnalytical SkillsProblem-Solving Skills

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationSelf-MotivatedTeam CollaborationAdaptability

Tools & Technologies

Avaya Call ManagerMonitoring DashboardsIncident Management ToolsBridge-Line Troubleshooting

Industry Keywords

Contact CenterTelephonyProduction SupportIncident ManagementGovernance

Tech Stack

Tools & technologies

LinuxSplunkSQL

About the role

Key responsibilities & impact

Provide front-line production support for end users and Genesys call routing, CTI, and IVR solutions
Lead production support triage efforts and manage bridge-line troubleshooting
Monitor system performance and troubleshoot complex contact center telephony, routing, and IVR issues
Lead triage activities for business-impacting incidents and participate in major incident management
Record and document impacts, application flows, outages, customer experience, and support contacts
Interpret monitors, dashboards, and logs to validate business impacts and communicate with leadership and vendors
Identify incident root causes, resolutions, preventative actions, and change requests
Promote and enforce production governance during triage and testing
Identify production failure scenarios, vulnerabilities, and improvement opportunities
Serve as a subject matter expert for portfolio applications and their functionalities and flows
Assess and prioritize research requests, ad hoc reports, and offline incidents
Collaborate with business partners, vendors, and technology teams to implement sustainable solutions
Communicate with technical teams, business stakeholders, and management through verbal and written channels
Manage multiple priorities while maintaining service reliability and customer experience
Participate in an on-call support rotation, including nights, weekends, and holidays

Requirements

What you’ll need

5+ years of experience supporting contact center telecommunications environments
Strong working knowledge of Genesys Contact Center, CTI, call routing, and IVR technologies
Demonstrated experience troubleshooting complex telephony, routing, and customer contact issues
Excellent analytical, problem-solving, and diagnostic skills
Strong understanding of computer systems, networking fundamentals, and application support methodologies
On-call rotational support, including Saturdays, Sundays, nights, and holidays as required
Ability to quickly learn new technologies and adapt to changing business requirements
Self-motivated and capable of working independently while contributing effectively within a team environment
Excellent verbal and written communication skills
Avaya Call Manager
Genesys Call Routing
IVR technologies, with GVP a plus
SQL
SIP
Linux
Splunk

Benefits

Comp & perks

Annual discretionary incentive plan eligibility
Benefits eligibility
Paid time off
Resources and support for employees
In-office culture with role-specific flexibility
Opportunities to learn, grow, and build a career