Solution Engineer Lead

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:
This job is responsible for defining and leading the engineering approach across end-to-end technology stacks. This role requires deep technical expertise designing, engineering, and supporting enterprise Contact Center and Voice platforms within a large-scale, highly available environment. The candidate will be responsible for producing detailed technical designs, implementation plans, and operational standards that support critical Contact Center services and business transformation initiatives.

The role requires close collaboration with engineering, architecture, operations, product partners, vendors, and line-of-business stakeholders to deliver reliable, scalable, and secure solutions. The successful candidate will operate at the intersection of engineering execution, program delivery, and technical leadership, helping drive modernization efforts while maintaining operational stability and adherence to enterprise standards.

Responsibilities include solution design, implementation planning, technical governance, troubleshooting, vendor engagement, and lifecycle management of Contact Center technologies. The engineer will also provide technical leadership and Level 3 support for complex production environments while ensuring solutions align with Bank standards, security requirements, and business objectives.

Responsibilities:

• Design, engineer, and support enterprise Contact Center and Voice solutions built on Avaya technologies.

• Develop detailed technical designs and implementation plans for new initiatives and platform enhancements.

• Lead implementation and configuration activities for Contact center infrastructure and integrated voice solutions.

• Collaborate with program teams to develop engineering execution plans, milestones, timelines, and delivery strategies.

• Review requirements and evaluate impacts to existing Contact Center and Voice environments.

• Create and maintain engineering standards, build guides, operational procedures, and technical documentation.

• Develop bills of material, infrastructure requirements, placement requests, and technical implementation documentation.

• Partner with architects, operations teams, product managers, vendors, and business stakeholders to deliver scalable solutions.

• Provide Level 3 engineering support for complex production issues and critical service incidents.

• Participate in proof-of-concept testing, platform certifications, upgrades, and technology evaluations.

• Support platform lifecycle management, capacity planning, vulnerability remediation, and modernization initiatives.

• Ensure solutions comply with enterprise architecture, security, risk, and operational standards.

• Perform technical quality assurance reviews of project deliverables, implementations, and vendor solutions.

• Communicate technical status, risks, and recommendations to senior leadership and project stakeholders.

Required Qualifications:

• 8+ years of experience supporting Contact Center, VoIP, or enterprise voice technologies.

• Strong experience with:

• Avaya Communication Manager (ACM)

• Avaya Session Manager

• Avaya System Manager

• Avaya AES

• Avaya CMS

• Media Servers

• Strong understanding of:

• Contact Center engineering

• ACD/PBX programming

• Vectors and adjunct routing

• Call flows and IVR technologies

• Experience with SIP, RTP/RTCP, H.323, SIP trunking, SBCs, and enterprise voice networking.

• Knowledge of LAN/WAN networking fundamentals and voice quality optimization.

• Experience supporting complex enterprise-scale technology environments.

• Strong troubleshooting, analytical, and problem-solving skills.

• Experience developing technical documentation, implementation procedures, and engineering standards.

• Strong communication skills with both technical teams and senior leadership.

• Ability to drive execution across globally distributed teams

Desired Qualifications:

• Bachelor’s degree in Computer Science, Telecommunications, Engineering, or equivalent experience.

• Experience with certificate lifecycle management solutions such as Venafi.

• Experience managing licensing across the Avaya Aura technology stack.

• Knowledge of NICE platforms and related integrations.

• Experience supporting Intrado E911 solutions.

• Advanced TCP/IP and network troubleshooting experience.

• Experience working within financial services or other highly regulated environments.

Skills:

• Analytical Thinking

• Collaboration

• Innovative Thinking

• Solution Delivery Process

• Solution Design

• Architecture

• Automation

• Influence

• Risk Management

• Technical Strategy Development

• Adaptability

• Application Development

• Business Acumen

• DevOps Practices

• Production Support

Shift:

1st shift (United States of America)

Hours Per Week: 

40