Genesys IVR L3 Production Support
Company: Bank of America
Location: Plano
Posted on: April 1, 2026
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Job Description:
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 is core to how we drive
Responsible Growth. This includes our commitment to being an
inclusive workplace, attracting and developing exceptional talent,
supporting our teammates’ physical, emotional, and financial
wellness, recognizing and rewarding performance, and how we make an
impact in the communities we serve. Bank of America is committed to
an in-office culture with specific requirements for office-based
attendance and which allows for an appropriate level of flexibility
for our teammates and businesses based on role-specific
considerations. 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 providing
front-line support to end users, responding to issues related to
incidents and problem management governance for multiple
applications, and leading triage activities on all business
impacting incidents. Key responsibilities include ensuring
compliance with incident management and problem management policies
and procedures, serving as a focal point for the customer, client,
and associate experience, restoring complex production incidents
under tight Service Level Agreements, and pursuing root cause and
problem resolution follow ups. Role Overview: We are seeking a
highly motivated and technically skilled Production Support Analyst
to join our Contact Center Technology team. This role is focused on
supporting and maintaining our Genesys CTI call routing platform
and IVR solutions in a dynamic, high-availability environment. The
ideal candidate will have hands-on experience in telephony call
routing, IVR troubleshooting, and real-time incident resolution.
You’ll be part of a team responsible for ensuring seamless customer
interactions through robust contact center technologies. This
includes participating in live triage calls, analyzing routing
logic, and collaborating with cross-functional teams to resolve
issues quickly and effectively. Responsibilities: Leads production
support triage efforts, manages bridge line troubleshooting,
engages in technical research, and escalates issues to leadership
as needed Ensures all impacts are accurately recorded and
documented in the system of record, oversees that documents and
wikis are updated and available for use during triage, and supports
the documentation of application flows, upstream/downstream impacts
during outages, the customer experience, and contacts for support
needs Identifies and/or validates business impacts through
interpretation of monitors, dashboards, and logs to communicate
with leadership and vendors Manages activities to identify incident
root cause, resolution, preventative actions, and change requests,
and reports on incident data quality Promotes and enforces
production governance during triage/testing and identifies
production failure scenarios, vulnerabilities, and opportunities
for improvement Serves as a subject matter expert for applications
within a portfolio, leveraging extensive knowledge of application
functionalities and application flows Assesses and prioritizes
research requests, ad hoc reports, and offline incidents at the
direction of senior team members and delegates work as needed to
team members and peers Provide production support for Genesys CTI
and IVR platforms, including real-time troubleshooting and root
cause analysis. Participate in incident triage calls, working with
operations, engineering, and vendor teams to resolve complex
routing and IVR issues. Monitor system performance and proactively
identify potential issues. Document incidents, resolutions, and
improvement opportunities. Collaborate with development and
infrastructure teams to support new feature rollouts and platform
upgrades. Participate in an on-call rotation, including nights,
weekends & holidays Managerial Responsibilities: This position may
also have responsibilities for managing associates. At Bank of
America, all managers at this level demonstrate the following
responsibilities, in addition to those specific to the role, listed
above. Opportunity & Inclusion Champion: Creates an inclusive team
where members are treated fairly and respectfully. Manager of
Process & Data: Demonstrates and expects process knowledge, data
driven decisions, simplicity and continuous improvement. Enterprise
Advocate & Communicator: Delivers clear and concise messages that
motivate, convey the “why” and connects contributions to business
results. Risk Manager: Leads and encourages the identification,
escalation and resolution of potential risks. People Manager &
Coach: Knows and develops team members through coaching and
feedback. Financial Steward: Manages expenses and demonstrates an
owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and
develops talent, and supports talent mobility for career growth.
Driver of Business Outcomes: Delivers results through effective
team management, structure, and routines. Required Qualifications:
3 years of experience supporting Contact Center technologies,
including IVR and CTI platforms Strong working knowledge of Genesys
Call Routing and IVR components Experience with real-time
troubleshooting in high-pressure environments Excellent verbal and
written communication skills, with the ability to interact
effectively across all levels of the organization Proven
problem-solving and diagnostic skills Solid understanding of
networking fundamentals, Windows OS, and telephony protocols
Proficiency in Microsoft Office tools Provide on-call rotational
support, including off-hours support, during weeknights, Saturdays,
and Sundays and on holidays as required Desired Qualifications:
Experience with Avaya Call Manager Familiarity with GVP (Genesys
Voice Platform) Familiarity with Genesys Cloud Working knowledge of
SQL Server for data analysis and troubleshooting Exposure to SIP,
Linux, and Splunk for log analysis and system monitoring Skills:
Adaptability Analytical Thinking Influence Production Support Risk
Management Automation Collaboration Innovative Thinking Result
Orientation Solution Design Business Acumen DevOps Practices
Project Management Solution Delivery Process Stakeholder Management
Shift: 1st shift (United States of America) Hours Per Week: 40
Keywords: Bank of America, Euless , Genesys IVR L3 Production Support, IT / Software / Systems , Plano, Texas
