Architect - CallOps

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 defining an architectural vision and solution aligned to the enterprise architecture strategy, technology, and platform choices. Key responsibilities include describing the solution intent/associated operating environment, evaluating system impacts, determining the primary systems/sub-systems and their interfaces, and assisting with end-to-end solution design. Job expectations include defining non-functional requirements/architectural runway to support new epics/features and ensuring solutions are fit for purpose by working with stakeholders and service providers.

Seeking an Architect who will be responsible for defining platform solutions and designs primarily in partnership with vendor partners (new or expanding technology).  The Architect will solve for business needs/problems by introducing solid/scalable technical solutions.  They will complete capacity assessments, estimates, document high- and low-level designs and provide support to the Engineers as needed.  The Architect will be engaged in BAU and large, complex call center workforce solutions which align with the enterprise architecture strategy, technology, and platform domain.

Responsibilities:

• Consults with the business and operations to identify and understand challenges and opportunities to improve the use and effectiveness of technology, find creative solutions through knowledge of the domain, practical experiments, and Proof of Concepts, and aligns the solution intent and architectural vision to an evolving backlog of technology change

• Works with product management and other stakeholders to plan and prioritize technology focused backlog items for the architecture runway to enable business epics/features

• Performs design and code reviews to ensure all non-functional requirements for a solution are sufficiently met (for example, security, performance, maintainability, scalability, usability, and reliability)

• Leads rapid shaping of a high level architecture with details filled in with emerging business requirements and ensures architecture is flexible, modular, and designed to adapt easily

• Educates team members on the technology practices, standardization strategies, and best practices to create innovative solutions

• Clarifies the architecture and assists with system design for the development teams to support implementation and provides solution options to resolve any architectural impediments

• Utilizes the defined best practices, templates, and documentation to create architectural designs and suggests improvements to best practices and templates

Required Qualifications:

• 5 years of Architecture experience in IT or related field.

• The ideal candidate will have 5 years of experience with Voice Analytics, Call Recording, Adaptive WFO, and Robotics automation.

• Working across business and technology to create the solution intent and architectural vision for large complex solutions

• Lead rapid shaping of a high-level architecture with details filled in with emerging business requirements; ensure architecture is flexible, modular, and designed to adapt easily.

• Facilitate solution-driven discussions, lead the design of complex architectures, and find creative solutions through their knowledge of the domain, practical experiments, and Proof of Concepts (POCs)

• Clarifies the architecture and system design for the Engineering teams to support implementation and provide solution options to resolve any architectural impediments.

• Perform design reviews to ensure all non-functional requirements for a solution are sufficiently met (for example, security, performance, maintainability, scalability, usability, and reliability)

• This role ensures the solution is fit for purpose and use by collaborating with stakeholders, vendors/service providers, and evaluating the impact of strategic design decisions.

• Contributes to best practices, standard templates, and the architecture roadmap for defined.

• Expertise with large scale implementations of NICE Call Recording, Nexidia Interaction Analytics, NICE/IEX Workforce Management, APA, Robotic Automation and Symon/Korbyt Wallboards.

• Experience with comparable products of another/competing vendor would be acceptable.

• Partners with Analysts and Engineers to provide and achieve solution objective for a given project effort.

• Contributes to impact assessments to determine if WFOS has a scope of work or opportunity when work is coming through the intake process.

• Familiarity with programming languages, database, storage platforms, operating systems, and office software.

• Strong MS Excel and Visio skills.

Desired Qualifications:

• Knowledge of banking systems and applications

• Call Center technology knowledge

Skills:

• Analytical Thinking

• Architecture

• Result Orientation

• Solution Design

• Technical Strategy Development

• Application Development

• Collaboration

• Data Management

• DevOps Practices

• Risk Management

• Agile Practices

• Automation

• Influence

• Solution Delivery Process

• Test Engineering

Minimum Education Requirement: Bachelor’s degree or equivalent work experience.

Shift:

Hours Per Week: 

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