What are the responsibilities and job description for the Telecom Administrator (Contact Center) :: Denver, CO (Hybrid) position at Ark Solutions?
Ark Solutions Inc is looking for Telecom Administrator (Contact Center)!
Position : Telecom Administrator (Contact Center)
Location : Denver, CO (Hybrid)
Duration : 5 Months and possibility of extension
Description :
- Oversee and manage the programmatic and technical aspects of 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 Child Welfare System
- Child welfare business processes
- 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 Data Privacy Laws / Statutes
- 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
- 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
Required Background / Knowledge :
Preferred Background / Knowledge :
Skills Competency Required AWS-CSA Professional (cloud), familiarity with AWS S3 Cloud storage Novice (1-3 Years) No Basic Data Analysis Techniques Novice (1-3 Years) No Basic SQL Familiarity Novice (1-3 Years) No Familiarity with Telephone Call Routing Systems Proficient (4-6 Years) Yes Familiarity with AWS S3 Cloud storage Proficient (4-6 Years) No General knowledge of FEDRamp standards Novice (1-3 Years) No Knowledge of call center systems (preferably Genesys) Proficient (4-6 Years) Yes General knowledge of cloud telephone systems Proficient (4-6 Years) Yes
