Telecom Administrator Contractor

Job Description

Job Description

4 month contract possible extension

Required 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
• 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

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 :

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