As a member of the Telecommunications team, the Application Support role is responsible for the implementation, maintenance, upgrades, and support of call center applications and related telephony solutions. We are looking for an experienced person with technical expertise in supporting Avaya and Verint products and multiple peripheral applications. The role requires strong analytical skills, use of data reporting tools, understanding of complex databases, and 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, 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.
Position Requirements:
Strong Microsoft Excel and Visio experience is a must. Understanding of databases is strongly preferred.
Microsoft Server 201X/202X, Linux, and IP network familiarity are highly desired.
After hours work is required in addition to providing on-call support.
A bachelor’s degree in Computer Science, Engineering, or a related discipline is preferred.
5+ years of working with call center applications in a system support role.
Normal work hours: 7:30am-4:30pm
Qualifications Education Required Bachelors or better. Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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What We Do
MidFirst Bank occupies a rare position within the banking industry. With $41.2 billion in assets, MidFirst Bank is the largest privately owned bank in the country. This combination of size and private ownership provides our customers with a special brand of banking.
MidFirst Bank offers a full range of personal, commercial, trust, private banking and mortgage banking products and services. MidFirst is a strong commercial real estate lender and a major servicer of mortgage loans nationally. As a private business ourselves, we understand the unique needs of each business community we serve at each of our locations in Arizona (Phoenix), California (Los Angeles, Orange County, Santa Barbara, San Diego), Colorado (Boulder, Denver, Edwards, Fort Collins), Nevada (Las Vegas), Oklahoma (Oklahoma City, Tulsa, Western Oklahoma), Texas (Dallas, Houston, San Antonio) and Utah (Salt Lake City).
Additionally, MidFirst Bank has commercial lending offices in Atlanta, Chicago, Nashville, New York City, Orlando, Raleigh and Southern California. We serve Southern California through 1st Century Bank, a division of MidFirst Bank. We also operate MidFirst Business Credit as a subsidiary of MidFirst Bank.
MidFirst Bank provides services that compete with larger banks, while the people and culture truly define the MidFirst Bank difference. MidFirst provides exceptional financial and deeply committed customer service. Team members are loyal in their character, loyal in their personal commitment to customers, and loyal to always doing the right thing. MidFirst customers can always count on working with thoughtful, intelligent, honest professionals who are true to their financial goals.
MidFirst Bank is a strong supporter of the communities they serve, investing time and money in important educational, charitable and civic organizations.
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