Application Support Engineer Jobs in Oklahoma (NOW HIRING)

Job Summary:
MidFirst Bank is seeking a Telecomm Application Support Analyst to join their Telecommunications team. The role involves implementing, maintaining, and supporting call center applications and telephony solutions, requiring strong analytical skills and technical expertise.
Responsibilities:
• Provide call center application support to key business unit supervisors, quality control team members, and support user configurations and issue resolution.
• Work with the vendor to ensure applications are optimized, review future releases and relate the impacts to team members and business units, and plan/implement solution upgrades and additions.
• Use strong analytic skills, data analysis and understanding of data structures to create multi-platform reporting.
• Ability to create trend analysis and exception reporting.
• Engage with appropriate stakeholders to develop system requirements deliverables, work with business units to test solutions, obtain sign-off, and prepare documentation for internal change control.
• Strong communications skills are necessary to be able to effectively show how proposed solutions support the business units’ desired goals.
• Strong analytical ability to diagnose complex system issues and provide resolution.
• Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers.
• Ability to create call flow scripts and diagram the solution.
• Prior programming skills with any programming language are highly encouraged.
• Ability to understand XML/VXML code and editor tools and work with internal programming teams to implement solutions.
• Ability to read and comprehend complex output logs used in troubleshooting issues.
• Ability to manage multiple projects in addition to daily work.
• Ability to plan, document, coordinate, and sequence tasks to effectively complete committed deliverables.
• Document and perform business continuity testing of solutions.
• Assist telecom department with general user support including moves, troubleshooting, and general assistance.
• Be able to obtain a working knowledge of key phone system technologies.
Qualifications:
Required:
• Technical expertise in supporting Avaya and Verint products and multiple peripheral applications
• Strong analytical skills
• Use of data reporting tools
• Understanding of complex databases
• Prior programming knowledge with any language
• Provide call center application support to key business unit supervisors, quality control team members, and support user configurations and issue resolution
• Work with the vendor to ensure applications are optimized
• Review future releases and relate the impacts to team members and business units
• Plan/implement solution upgrades and additions
• Create multi-platform reporting
• Create trend analysis and exception reporting
• Engage with appropriate stakeholders to develop system requirements deliverables
• Work with business units to test solutions
• Obtain sign-off and prepare documentation for internal change control
• Strong communications skills
• Strong analytical ability to diagnose complex system issues and provide resolution
• Actively monitor systems on a daily basis and respond proactively to alerts and/or outliers
• Ability to create call flow scripts and diagram the solution
• Ability to understand XML/VXML code and editor tools
• Work with internal programming teams to implement solutions
• Ability to read and comprehend complex output logs used in troubleshooting issues
• Ability to manage multiple projects in addition to daily work
• Ability to plan, document, coordinate, and sequence tasks to effectively complete committed deliverables
• Document and perform business continuity testing of solutions
• Assist telecom department with general user support including moves, troubleshooting, and general assistance
• Obtain a working knowledge of key phone system technologies
• Strong Microsoft Excel and Visio experience
• After hours work is required in addition to providing on-call support
• 5+ years of working with call center applications in a system support role
Preferred:
• Understanding of databases
• Microsoft Server 201X/202X familiarity
• Linux familiarity
• IP network familiarity
• A bachelor’s degree in Computer Science, Engineering, or a related discipline
Company:
MidFirst Bank is a privately owned bank in the United States Founded in 1982, the company is headquartered in Oklahoma City, USA, with a team of 1001-5000 employees. The company is currently Late Stage.