Job Description :
- 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 FlowCall RoutingApplication Programming Interfaces (API)System / Agent Problem Managementminor issues / major outages
Genesys call center system managementFedRAMP cloud service
Call center application usage and administrationData extraction and analysisPing - Two-Factor-Authentication (2FA)System Problem Managementminor issues / major outages
Understand and help manage programmatic and technical aspects of the Colorado Child Welfare SystemColorado child welfare business processes
State-supervised, county-administered system
Child Welfare Hotline RulesMandatory reporters / reportingCounty responsibilitiesdetermining jurisdiction
timeliness of responseEngagement with and differences from Adult Protective Services (Client)Understand the appropriate HIPAA regulations within all systemsUnderstand HIPAA Regulations and Colorado Data Privacy Laws / StatutesColorado's Comprehensive Child Welfare Information System (CCWIS) AKA Modernized Trails / TrailsApplication Programming Interfaces (API)
AWS cloud storageData extraction and analysisHotline County Connection Center (HCCC) call centerCall center contract management - hybrid remote
Client) Service Desk Analysis and Ticket Fulfilment :Ticket fulfillment
Creating Hotline agent accountsChecking for Hotline Certification
Genesys login issues - Ping-relatedEmail address consistency
One Identity Management and county directory accountsCounty agents with @state.co.us email addresses for adoption work purposesRequired Background / Knowledge :Fundamental understanding of telephone call routing systems
interactive voice response (IVR)
call flowcall routingcommercial phone systemsExperience with technical problem analysis and resolution related to telephone and call center systemsKnowledge of call center systems (preferably Genesys)General knowledge of cloud telephone systemsFamiliarity with emergency outage protocolsAbility to communicate and collaborate effectively with numerous partners / stakeholdersAbility to communicate technical information to audiences with differing levels of technical understandingAbility to establish consensus with numerous partners / stakeholdersPreferred Background / Knowledge :
Call center contract managementGeneral knowledge of FEDRamp standardsBasic SQL FamiliarityBasic Data Analysis techniquesFamiliarity with Lumen / Century LinkFamiliarity with AWS S3 Cloud storage
