Nicor Gas Customer Service Jobs (NOW HIRING)

GAS Customer Technology Director

JOB SUMMARY 

This role leads the customer technology portfolio for Southern Company Gas applications supporting Distribution Operations and state-regulated Local Distribution Companies. The leader owns end-to-end CX technology planning, digital transformation strategy, roadmap execution, program delivery, production support, and modernization. The role partners closely with Customer Experience and business operations leaders to deliver reliable, simplified, and scalable technology that improves the employee and customer experience while advancing measurable transformation outcomes.

The position requires deep business and technical acumen across Oracle Utilities customer platforms, including Oracle CC&B, MDM, C2M, and CCS, as well as contact center technologies and related integrations. The leader must be well versed across base product capabilities, configured and customized extensions, custom code, integrations, batch processes, APIs, reporting, and production operations. This role also drives simplification, product rationalization, AI-enabled process improvement, and O&M cost reduction while ensuring business strategies have feasible, secure, and supportable technology plans.

This role reports to the Director, GAS Technology Delivery, is a member of the GAS Technology Solutions Senior Leadership Team, leads approximately 50-80 technology professionals, manages a $1M-$5M annual technology budget, and oversees a $10M-$20M project portfolio.

***This position requires a minimum of 4 days a week in person***

JOB REQUIREMENTS:

 Education 

• A degree in Computer Science or a related field is required.  An advanced degree is desirable

Experience and Knowledge 

• 15 or more years of IT experience, including at least 10 years leading medium-to-large, cross-functional teams in complex operating environments with HR responsibility.
• Deep Oracle Utilities experience, including CC&B, MDM, C2M, and CCS, preferably in a regulated utility environment.
• Experience leading production support, modernization, upgrades, integrations, and O&M optimization for customer technology platforms.
• Experience with contact center technology, including Contact Center as a Service platforms, IVR, workforce optimization, call recording, customer service workflows, and Oracle customer system integrations.
• Technical credibility across vendor-supported products, base product capabilities, customized extensions, custom code, integrations, batch processes, APIs, and reporting.
• Demonstrated use of AI, automation, analytics, observability, and modern engineering practices to reduce O&M spend, improve reliability, streamline support, and improve business outcomes.
• Experience developing and executing digital transformation strategies that modernize core platforms, improve customer and employee experiences, enable data-driven decision-making, and deliver measurable business value.
• Strong business acumen, utility operations knowledge, and experience defining technology roadmaps aligned to business strategy and operational needs.

Skills

• Leads through change and influences senior leaders, business partners, vendors, and stakeholders.
• Builds trusted relationships and communicates complex technical issues in clear business terms, including impacts, options, decisions, and follow-through.
• Attracts, develops, motivates, and retains high-performing, diverse teams and future leaders.
• Demonstrates strong performance management, including setting expectations, measuring outcomes, coaching leaders, addressing gaps, and building accountability.
• Applies sound business judgment, manages risk and compliance, and makes timely decisions in fast-paced operational environments.
• Translates digital transformation vision into actionable strategies, investment priorities, delivery roadmaps, adoption plans, and measurable outcomes.
• Drives efficiency, innovation, customer service, and continuous improvement through effective technology leadership.

MAJOR JOB RESPONSIBILITIES:   

• Lead the customer technology portfolio, improve GAS and TO partnership, strengthen accountability, and grow talent.

• Ensure reliable, secure, and supportable customer technology platforms that minimize disruption across GAS customer experience and operations.
• Define and execute the customer technology roadmap, ensuring business strategies translate into feasible, value-driven, and standards-aligned technology plans.
• Establish and lead the digital transformation strategy for customer technology, including modernization priorities, capability roadmaps, adoption planning, value realization, and alignment to enterprise architecture and business objectives.
• Own the SDLC, including planning, requirements, design, development, testing, deployment, production support, and continuous improvement.
• Drive simplification by balancing Oracle base product capabilities, configured extensions, customized functions, and custom code to deliver scalable, cost-effective solutions.
• Partner with business operations, BOTS, TO leaders, vendors, and industry peers to improve solution fit, operational performance, and customer technology outcomes.
• Leverage Oracle, Avaya, Verint, Contact Center as a Service providers, and professional services partners while holding vendors accountable for quality and results.
• Apply AI, automation, observability, analytics, and process improvement to reduce O&M spend, improve support speed, strengthen reliability, and increase business value.
• Manage budgets, financial performance, talent development, performance expectations, accountability, communication, and engagement across the delivery function.