Telecom Administrator

Job Description: Telecom Administrator

Location: Hybrid (1575 Sherman St, Denver, CO 80203)

Type: Contract

Job Summary

CDHS seeks a skilled Hotline Contractor to oversee technical and programmatic operations of Colorado’s Child Abuse & Neglect Hotline System. This role requires expertise in telecom systems (Lumen/Genesys), cloud technologies (AWS S3), and collaboration with county/state stakeholders to ensure compliance with HIPAA, FedRAMP, and Colorado’s child welfare protocols.

Key Responsibilities

System Management & Troubleshooting

• Administer Lumen’s call routing system, including IVR, call flow, APIs, and outage resolution (minor/major).
• Manage Genesys cloud call center operations: 2FA (Ping), data extraction, and user account administration.
• Support AWS S3 cloud storage and APIs for Colorado’s CCWIS/Trails child welfare database.

Compliance & Programmatic Oversight

• Ensure adherence to HIPAA, Colorado data privacy laws, and FedRAMP standards.
• Understand Colorado’s county-administered child welfare processes, including jurisdiction rules, mandatory reporting, and APS engagement.

Stakeholder Collaboration

• Resolve OIT service desk tickets (e.g., Genesys login issues, agent account setup).
• Communicate technical details to non-technical audiences (social workers, county staff).

Contract & Operations Support

• Assist with hybrid call center contract management for the Hotline County Connection Center (HCCC).

Required Qualifications

Proficient (4–6 years) in:

• Telephone call routing systems (Lumen IVR, Genesys, or similar).
• Cloud systems (AWS S3, FedRAMP).
• Technical problem resolution for call centers (outages, APIs).

Strong understanding of HIPAA and public-sector workflows.

Ability to translate technical jargon for diverse stakeholders.

Preferred Qualifications

• Basic SQL/data analysis skills.
• Experience with Lumen/CenturyLink systems.
• Familiarity with Colorado’s CCWIS/Trails or child welfare rules.