What are the responsibilities and job description for the Telecom Administrator position at Ark Solutions?
Telecom Administrator
Client preferring past armed forces/military veteran experience!
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 (Client)
- 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
- (Client) 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:
- 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
Skills
AWS-CSA Professional (cloud), familiarity with AWS S3 Cloud storage-Novice (1-3 Years)- Preferred
Basic Data Analysis Techniques- Novice (1-3 Years)-Preferred
Basic SQL Familiarity- Novice (1-3 Years)- Preferred
Familiarity with Telephone Call Routing Systems- Proficient (4-6 Years) - Required
Familiarity with AWS S3 Cloud storage- Proficient (4-6 Years)- Preferred
General knowledge of FEDRamp standards- Novice (1-3 Years)- Preferred
Knowledge of call center systems (preferably Genesys) Proficient (4-6 Years)-Required
General knowledge of cloud telephone systems- Proficient (4-6 Years) - Required
Job Type: Contract
Pay: $30.00 - $40.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Work Location: In person
Salary : $30 - $40
