Telecom Admin

Job ID: CO-Hotline Contractor

Hybrid/Local Telecom Admin with SQL, AWS S3, cloud, Data Analysis, FEDRamp, HIPAA, CCWIS, HCCC, IVR, Lumen/Century experience

Location: Denver, CO (CDHS)
Duration: 4 Months
Candidate Must Be Local

Skills:
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

Description:
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 outage
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

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

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.

Job ID: CO-Hotline Contractor

Hybrid/Local Telecom Admin with SQL, AWS S3, cloud, Data Analysis, FEDRamp, HIPAA, CCWIS, HCCC, IVR, Lumen/Century experience

Location: Denver, CO (CDHS)
Duration: 4 Months
Candidate Must Be Local

Skills:
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

Description:
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 outage
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

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

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.