Telecom Administrator (Hybrid - Must Be Local to CO)

Description

SOW for Hotline Contractor

• 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

Type	Category	Qualification	Description	Competency	Required
Skills	Cloud	AWS-CSA Professional (cloud)	Familiarity with AWS S3 Cloud storage	Novice (1-3 Years)	No
Skills	Database	Data Analysis	Basic Data Analysis Techniques	Novice (1-3 Years)	No
Skills	Languages	SQL	Basic SQL Familiarity	Novice (1-3 Years)	No
Skills	Others	Telephone Call Routing Systems	Familiarity with Telephone Call Routing Systems	Proficient (4-6 Years)	Yes
Skills	Others	AWS S3 Cloud storage	Familiarity with AWS S3 Cloud storage	Proficient (4-6 Years)	No
Skills	Others	FEDRamp Standards	General knowledge of FEDRamp standards	Novice (1-3 Years)	No
Skills	Others	Call center systems	Knowledge of call center systems (preferably Genesys)	Proficient (4-6 Years)	Yes
Skills	Others	Cloud telephone systems	General knowledge of cloud telephone systems	Proficient (4-6 Years)	Yes

Cleo Consulting is an equal opportunity employer (Minorities/Women/Veterans/Disabled)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.