Telecom Administrator/ Denver, CO (Hybrid),4+ Months Contract

Job Title

Hybrid Role Local to CO candidates only

Oversee and manage the programmatic and technical aspects of The Client:

• 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 (Client)
• 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
• (Client) 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
• Basic Data Analysis techniques
• Familiarity with Lumen/Century Link
• Familiarity with AWS S3 Cloud storage

Type Category Qualification Description Competency Required 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