Job Description

Job Title: Telecom Administrator

Location: Denver, Colorado(Hybrid)

Duration: 4+ Months Contract

Job Description:

• Oversee and manage the programmatic and technical aspects of The Colorado State Child Abuse & Neglect Hotline System
  • Lumen call routing system
    • Interactive Voice Response System
    • Call Flow
    • Call Routing
    • Application Programming Interfaces (API)
    • System/Agent Problem Management
      • minor issues/major outages
  • Genesys call center system management
    • FedRAMP cloud service
    • Call center application usage and administration
    • Data extraction and analysis
    • Ping - Two-Factor-Authentication (2FA)
    • System Problem Management
      • minor issues/major outages
• Understand and help manage programmatic and technical aspects of the Colorado Child Welfare System
  • Colorado child welfare business processes
    • State-supervised, county-administered system
    • Child Welfare Hotline Rules
    • Mandatory reporters/reporting
    • County responsibilities
      • determining jurisdiction
      • timeliness of response
    • Engagement with and differences from Adult Protective Services (APS)
    • Understand the appropriate HIPAA regulations within all systems
• Understand HIPAA Regulations and Colorado Data Privacy Laws/Statutes
• Colorado's Comprehensive Child Welfare Information System (CCWIS) AKA Modernized Trails/Trails
  • Application Programming Interfaces (API)
  • AWS cloud storage
  • Data extraction and analysis
• Hotline County Connection Center (HCCC) call center
  • Call center contract management - hybrid remote
    
    

• (OIT) Service Desk Analysis and Ticket Fulfilment:
  • Ticket fulfillment
  • Creating Hotline agent accounts
    • Checking for Hotline Certification
  • Genesys login issues - Ping-related
    • Email address consistency
    • One Identity Management and county directory accounts
    • County agents with @state.co.us email addresses for adoption work purposes

• Required Background/Knowledge:
  • Fundamental understanding of telephone call routing systems
    • interactive voice response (IVR)
    • call flow
    • call routing
    • commercial phone systems
  • Experience with technical problem analysis and resolution related to telephone and call center systems
  • Knowledge of call center systems (preferably Genesys)
  • General knowledge of cloud telephone systems
  • Familiarity with emergency outage protocols
  • Ability to communicate and collaborate effectively with numerous partners/stakeholders
  • Ability to communicate technical information to audiences with differing levels of technical understanding
  • Ability to establish consensus with numerous partners/stakeholders

• Preferred Background/Knowledge:
  • Call center contract management
  • General knowledge of FEDRamp standards
  • Basic SQL Familiarity
  • Basic Data Analysis techniques
  • Familiarity with Lumen/Century Link
  • Familiarity with AWS S3 Cloud storage

Days:Monday Yes Tuesday Yes Wednesday Yes Thursday Yes Friday Yes Saturday No Sunday No

Hours/Day:6

Time Zone:MST

Shift: 8:00 Am to 5:00 Pm

Qualification:

• AWS-CSA Professional (cloud)
• Data Analysis
• SQL
• Telephone Call Routing Systems
• AWS S3 Cloud storage
• FEDRamp Standards
• Call center systems
• Cloud telephone systems

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