Telecom Administrator/ Denver, CO (Hybrid),4+ Months Contract

Job Description

Hybrid Role - Local to CO candidates only

Oversee and manage the programmatic and technical aspects of The Client
o Lumen call routing system
Interactive Voice Response System
Call Flow
Call Routing
Application Programming Interfaces (API)
System/Agent Problem Management
minor issues/major outages
o 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
o 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 (Client)
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
o Application Programming Interfaces (API)
o AWS cloud storage
o Data extraction and analysis
Hotline County Connection Center (HCCC) call center
o Call center contract management - hybrid remote

(Client) Service Desk Analysis and Ticket Fulfilment:
o Ticket fulfillment
o Creating Hotline agent accounts
Checking for Hotline Certification
o 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:
o Fundamental understanding of telephone call routing systems
interactive voice response (IVR)
call flow
call routing
commercial phone systems
o Experience with technical problem analysis and resolution related to telephone and call center systems
o Knowledge of call center systems (preferably Genesys)
o General knowledge of cloud telephone systems
o Familiarity with emergency outage protocols
o Ability to communicate and collaborate effectively with numerous partners/stakeholders
o Ability to communicate technical information to audiences with differing levels of technical understanding
o Ability to establish consensus with numerous partners/stakeholders
Preferred Background/Knowledge:
o Call center contract management
o General knowledge of FEDRamp standards
o Basic SQL Familiarity
o Basic Data Analysis techniques
o Familiarity with Lumen/Century Link
o 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

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