What are the responsibilities and job description for the Telecom Administrator position at V Group Inc?
Job Details
End Client: State of Colorado
Job Title: Telecom Administrator
Duration: 05 Months
Location: Hybrid (Denver CO 80203)
Position Type: Contract
Interview Type: Webcam
Ceipal ID: SCO_Tele221 _SB
Requirement ID:
Required/Desired Skills:
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 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
Understand and help manage programmatic and technical aspects of the Colorado Child Welfare System
- 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 (APS)
- 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
- Application Programming Interfaces (API)
- AWS cloud storage
- Data extraction and analysis
Hotline County Connection Center (HCCC) call center
- 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
Required Background/Knowledge:
- 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
Preferred Background/Knowledge:
- 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
V Group Inc. is a NJ-based IT Services and Products Company with its business strategically categorized in various Business Units including Public Sector, Enterprise Solutions, Professional Services, Ecommerce, Projects, and Products. Within Public Sector business unit, we cater IT Professional Services to Federal, State and Local. We have multiple awards/ contracts with 30 states, including but not limited to NY, CA, FL, GA, MD, MI, NC, OH, OR, CO, CT, TN, PA, TX, VA, NM, VT, and WA.
If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
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