Company name: OGE Energy Corp.

Position Summary:
Responsible for providing technical administrative support for Customer Service technology systems such as Interactive Voice Response (IVR), agent monitoring, and phone system. Monitors Customer Service systems for optimum performance and expediently resolves problems as they arise to eliminate or minimize negative impact to OG&E customers. Responsible for administration of applications, operating systems, databases, or hardware. Responsibilities for installation, upgrade, change control, real-time monitoring, accuracy, coordination, troubleshooting, problem resolution, capacity planning, backup and recovery, and disaster recovery planning.
 
Primary Duties:
Assist in install and upgrade of Genesys application systems or Telco systems (operating systems, storage systems, Data Center hardware, or databases) independently or as part of a team.
Perform technical support and work independently or with other System Administrators or System Analysts to troubleshoot and resolve problems with application, IT or Telco systems.
Assist in coordination, and monitoring of systems or Telco systems (operating systems, storage systems, Data Center hardware, or databases) for problems
Assist in maintaining application of Genesys systems including coordination of installation of patches, performance monitoring, capacity planning, and tuning.
Assist in design and develop: IVR Call Flows, Multi-Channel Routing including Voice, Chat, Email, and Outbound Campaigns.
Establish, test, and implement procedures for application.
Follow change control procedures and standards.
Work with outside vendors on related issues.
Re-routes (IVR) in emergencies or system outages.
Maintain documentation for application and application support.
Provide end-user support.
 
 
Requirements:
Bachelor's Degree in Information Systems, Information Technology, Engineering, or related technical discipline OR Four (4) years' experience supporting multiple applications or IT systems.
Valid State Driver's License.
 
 
Knowledge, Skills, and Abilities:
Strong problem-solving skills.
Strong interpersonal and communication skills; capable of writing technical process documentation.
Organization skills to manage and maintain existing documents and document repositories.
Customer Oriented.
Advanced skill with most Call Center operating system commands/utilities.
Familiarity with most basic system administration tools and processes.
Fundamental understanding of computer operating systems.
Demonstrated ability to perform duties of the job as described.
Intermediate technical troubleshooting, problem solving, and analytical skills.
Ability to effectively communicate technical ideas in a non- technical way to all levels of members.
 
 
Working Conditions:
Office environment using computer equipment including a keyboard, mouse and computer monitor.
Sedentary to light work exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.
Subject to normal office noise levels.
May be required to work non- standard hours.
 
 
Special Safety Requirements:
All positions in which driving is an essential function of the job, regardless if the job code is marked safety sensitive or not, will also be included as safety sensitive. Individuals in positions in which driving is an essential function are subject to the terms and conditions set forth in OGE Energy Corp.'s Drug Testing Plan.