Telecom Administrator

Telecom Administrator 4 Months Denver, CO (Hybrid) Local candidates only

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

Responsibilities:

• 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
• 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
• AKA Modernized Trails/Trails
• Application Programming Interfaces (API)
• AWS cloud storage
• Data extraction and analysis
• Call center contract management - hybrid remote

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Telecom Administrator 4 Months Denver, CO (Hybrid) Local candidates only

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

Responsibilities:

• 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
• 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
• AKA Modernized Trails/Trails
• Application Programming Interfaces (API)
• AWS cloud storage
• Data extraction and analysis
• Call center contract management - hybrid remote

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.