Under the direction of a Information Technology Specialist 3, SG-23, within the Chief Technology Office, Innovation and Engineering Services, the Information Technology Specialist 2 Programming, SG-18, will be responsible for programming advanced Omnichannel applications with multiple hosted phone system technologies as well as develop Google voice and chat bots. Position will require a working relationship with Other ITS units, vendors, and project staff, in order to implement new and leading technologies in the Contact Center systems.
Specific duties include, but are not limited to:

• Continually learn and implement new technologies. Work with multiple new Cloud solutions. Position will also require being able to support vendor-built solutions using these technologies.
• Interface with customers, agency staff, and ITS staff in a highly professional manner.
• Have the ability and flexibility to consistently accept change and new technologies and methods.
• Participate in requirements gathering with customers and help solution their technology architecture and environment needs.
• Program and develop in multiple environments and products as well as handle advanced integrations with other environments and products. Preferred programming languages include JavaScript and .NET as well as object-based programming experience.
• Build advanced IVR’s in multiple solutions, many with connections to new Google Bot technologies. This will also require integration with other products such as CRM’s, SMS, Chatbots, Email, and other NY State Processing systems.
• Experience with Google Cloud, Google DialogFlow, Verizon/NiceIncontact, Salesforce, REST Webservices preferred.
• Troubleshoot bugs found in development and work with vendor to find a fix.
• Assist with troubleshooting when emergency issues arise, including after hours or weekend emergency issues.
• Attend and participate in meetings with internal team staff, vendors, agency customer staff, and vendors.
• Adhere to all training and administration requirements.
• Bring fresh thoughts and ideas to the team to expand on current technology solution.

Some positions may require fingerprinting.
Some positions may require up to 25% travel and/or lifting up to 50 lbs. Some positions are pending Civil Service approval. Details of position(s) will be described further if you are selected for an interview.
Positions located in New York City, will receive an additional $3,400 downstate adjustment location pay with regular annual salary. Positions located in the Mid-Hudson will receive an additional $1,650 adjustment location pay.
For the duration of the NY HELPS Program, this title maybe filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
Benefits of Working for NYS Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off

• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF.
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits

• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits

• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.