Call Center Systems Admin Genesys and Lumen

Job Title : Call Center Systems Admin Genesys and Lumen
Duration: 5 months (Contract W2)
Location: Denver, CO (Hybrid Candidate Must be Local)

Key Skills: Technical Call Center System Expertise, System Administration & Support, Compliance & Regulatory Knowledge, Data Management & Analysis, Project & Contract Management, Problem Management & Troubleshooting

Overview:
The Hotline Contractor will oversee and manage the programmatic and technical aspects of The Hotline System, including call routing, system administration, problem management, and ensuring compliance with federal and state regulations. This role will require close collaboration with various stakeholders to ensure smooth operation and continuous improvement of the hotline systems.

Key Responsibilities:
1. Programmatic & Technical Management:

• Oversee the Lumen Call Routing System and Interactive Voice Response (IVR) system, including call flow and routing processes.
• Ensure the seamless integration of Application Programming Interfaces (API) with other systems.
• Manage system and agent problem management, handling both minor issues and major outages.
• Provide expertise and support for the Genesys Call Center system, ensuring optimal performance and functionality.
• Support the management of the FedRAMP cloud service and ensure compliance with relevant regulations.
• Assist with data extraction and analysis from call center systems to support decision-making processes.

2. System Administration & Support:

• Maintain the call center application and assist with administration, including login issues (e.g., Ping-related).
• Ensure the creation and management of Hotline agent accounts, including ensuring certification compliance and email address consistency.
• Manage county directory accounts and support One Identity Management.
• Collaborate with the Service Desk to fulfill ticket requests related to the Hotline system.

3. Child Welfare & Hotline Compliance:

• Understand and help manage the programmatic and technical aspects of the Child Welfare System.
• Apply knowledge of child welfare business processes, including state-supervised, county-administered systems, mandatory reporters, and jurisdictional determination.
• Ensure compliance with Child Welfare Hotline Rules and timeliness of responses.
• Engage with Adult Protective Services (APS) to identify differences and address any issues related to the systems.
• Ensure all systems are in compliance with HIPAA regulations, Data Privacy Laws, and relevant statutes.

4. Data Management & Analysis:

• Support the data extraction and analysis from systems including Comprehensive Child Welfare Information System (CCWIS) AKA Modernized Trails/Trails.
• Collaborate with stakeholders to implement and improve data handling and storage using AWS cloud storage solutions.

5. Call Center Contract Management:

• Assist in managing the Hotline County Connection Center (HCCC) call center operations.
• Oversee contract management for the call center, ensuring compliance with service level agreements and performance standards.

6. Collaboration & Communication:

• Collaborate effectively with internal teams, vendors, and external stakeholders to address any technical or operational issues.
• Communicate technical information to both technical and non-technical stakeholders.
• Build consensus and ensure alignment with partners and stakeholders regarding system issues, changes, and improvements.

Required Background/Knowledge:

• Fundamental Knowledge:
• Telephone call routing systems and technologies (e.g., IVR, call flow, call routing).
• Commercial phone systems and general call center systems (preferably Genesys).
• Technical problem analysis and resolution in call center environments.
• General knowledge of cloud telephone systems and emergency outage protocols.
• Knowledge of HIPAA regulations and Data Privacy Laws/Statutes.

Skills & Abilities:

Strong communication skills, able to convey technical concepts to a variety of stakeholders.

Ability to collaborate effectively and establish consensus across teams.

Ability to handle both minor issues and major outages in high-pressure environments.

Strong organizational skills and attention to detail.

Preferred Background/Knowledge:

• Additional Knowledge & Experience:
• Experience in call center contract management.
• Familiarity with FEDRamp standards.
• Basic SQL and data analysis skills.
• Familiarity with AWS S3 cloud storage and Lumen/CenturyLink services.

Qualifications:

• Education:
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

Experience:

Minimum 5 years of experience in managing call center systems or similar technical support roles.

Previous experience working with state or government agencies, particularly in child welfare systems, is a plus.

Special Requirements:

• Must comply with all HIPAA regulations and data privacy laws in the handling of sensitive information.
• Ability to pass a background check and security clearance, as required by the role.

Email your resume to:
To learn more about Mavensoft visit us online at

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