What are the responsibilities and job description for the Telecom Administrator position at Talent Groups?
Hybrid Details: Denver, CO area onsite/remote
Duration: 5 months to start
Job Description
Oversee and manage the programmatic and technical aspects
Modernized Trails/Trails
(OIT) Service Desk Analysis And Ticket Fulfilment
Duration: 5 months to start
Job Description
Oversee and manage the programmatic and technical aspects
- 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
- Client 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
Modernized Trails/Trails
- Application Programming Interfaces (API)
- AWS cloud storage
- Data extraction and analysis
- 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
- 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
- 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
