Enterprise Voice Engineer

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 the engineering approach within an end-to-end technology stack. This job will align to a technical domain but acts as contributor to multiple cross functional teams. Key responsibilities include engaging in development and production environments to identify and improve performance/capacity issues and creating and ensuring system design technology solutions comply with enterprise standards. Job expectations include providing and contributing to improvements in solution design, testing, and delivery practices.

The Enterprise Voice, Video, Meeting Space and Events Engineering Team is responsible for employee collaboration applications and services for Bank of America associates all over the globe. Our meeting spaces, telephony, video conferencing, audio conferencing and webcasting applications are  used daily by our 200k+ associates, including senior leaders, company town halls and Line of Business events ranging from small scale sessions to large scale events that are feature rich, white glove, accessible and scalable. The ideal candidate will be responsible for engineering deliverables, product lifecycle, feature enhancements, risk management, problem management and change management for their assigned applications.

Responsibilities:

• Engineer and support Cisco Unified Communications platforms including CUCM, Unity Connection, and SIP infrastructure.

• Design, implement, and maintain global dial plans and voice routing policies

• Develop and maintain automation solutions for voice provisioning, inventory management, compliance reporting, and operational workflows

• Lead platform lifecycle activities including upgrades, migrations, patching, and technology refresh initiatives.

• Partner with network, security, infrastructure, and collaboration teams to deliver integrated solutions

• Drive problem management efforts and perform root cause analysis for complex voice service issues

• Participate in architecture reviews and strategic voice transformation initiatives

• Manage vendor relationships and coordinate escalation of critical incidents

• Create and maintain engineering documentation, standards, automation frameworks, and operational runbooks

• Implement monitoring, alerting, and reporting solutions to improve service availability and performance

• Support enterprise voice integrations with Microsoft Teams, SIP providers, conferencing platforms, contact centers, and cloud services

• Ensure solutions comply with security, audit, risk, and regulatory requirements

Required Qualifications

• 10+ years of experience supporting Cisco Unified Communications environments.

• Strong experience with:

  • Cisco Unified Communications Manager (CUCM)

  • Cisco Unity Connection

  • SIP and VoIP technologies

  • PSTN connectivity and session management

• Experience administering large-scale enterprise voice environments

• Hands-on experience with voice troubleshooting, call routing, dial plans, and SIP call flows

• Strong understanding of:

  • SIP

  • H.323

  • MGCP

  • CUBE

  • Voice gateways

  • Session Border Controllers

• Experience with change, incident, problem, and risk management processes

• Working knowledge of Linux and Windows server environments

• Experience with REST APIs and platform integrations

• Strong written and verbal communication skills

• Ability to support large-scale production environments with high availability requirements

Desired Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent experience

• Experience with Python, PowerShell, Ansible, or other automation technologies

• Experience leveraging Cisco AXL APIs, RIS APIs, Serviceability APIs, and SOAP/REST interfaces

• Experience developing automation workflows for:

  • User provisioning

  • Phone deployments

  • Compliance reporting

  • Inventory reconciliation

  • License management

• Experience with Microsoft Teams Phone and Direct Routing

• Experience with Cisco Webex Calling or Webex Suite

• Experience with cloud-based collaboration technologies

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:

Hours Per Week: