Telecom Administrator

SOW for Hotline Contractor

• 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 ************* 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

Candidate must be local.

Candidate Must Be Local

Additional Location Details (City, State) :

Minimum Verification Requirements

CDHS will run their own background check

(Suppliers Only)
To order, click on the link to the right:

CDHS runs their own background check

Qualification RequiredSkillsCloudAWS-CSA Professional (cloud)Familiarity with AWS S3 Cloud storageNovice (1-3 Years)NoSkillsDatabaseData AnalysisBasic Data Analysis TechniquesNovice (1-3 Years)NoSkillsLanguagesSQLBasic SQL FamiliarityNovice (1-3 Years)NoSkillsOthersTelephone Call Routing SystemsFamiliarity with Telephone Call Routing SystemsProficient (4-6 Years)YesSkillsOthersAWS S3 Cloud storageFamiliarity with AWS S3 Cloud storageProficient (4-6 Years)NoSkillsOthersFEDRamp StandardsGeneral knowledge of FEDRamp standardsNovice (1-3 Years)NoSkillsOthersCall center systemsKnowledge of call center systems (preferably Genesys)Proficient (4-6 Years)YesSkillsOthersCloud telephone systemsGeneral knowledge of cloud telephone systemsProficient (4-6 Years)Yes