What are the responsibilities and job description for the Telecom Administrator :: Long Term Contract :: Denver, CO position at GlobalPoint Inc?
Role: Telecom Administrator
Duration: Long Term Contract
Work Type & Location: Denver, CO-80203 - Hybrid
Duration: Long Term Contract
Work Type & Location: Denver, CO-80203 - Hybrid
- 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
