SENIOR PROGRAMMER ANALYST

Overview The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible. Information Technology Services ITS is DSS’s technology services organization, supporting the daily, emergent, and long‑term needs of both agencies. ITS creates and enhances technology infrastructure and computer applications that support HRA and DHS, including client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue‑producing computer matches, claiming systems, and personnel systems. Job Title IT Project Specialist – 95710 Hours/Shift 9 am–5 pm Responsibilities Work with ITS staff (managers, Senior Programmers, Support Staff, Product Managers) to plan program code implementation, enhancements and changes to the IVRS systems. Conduct research, develop advanced technology solutions, and provide solutions throughout the entire lifecycle of the IVRS applications. Perform complex information technology project work on the IVRS Management system that delivers usable software and technology solutions using automated voice software. Oversee, plan, manage and coordinate complex projects from initiation to completion, including defining project scope, creating and updating project plans and work breakdown structures, scheduling project deliverables, goals and milestones. Identify and manage IT project risk, determine resource needs, obtain sign‑off on project deliverables, use experience with IVRS NICE CXOne or similar platform. Provide day‑to‑day oversight and leadership of various software development lifecycles including design, coding, testing, implementation and maintenance of the legacy IVRS infrastructure. Contribute to functional design, prepare documents for the general design solution that meets the system security requirements and build and deploy applications using the Web‑Based application tools and IVRS Telephony build‑in tools; conduct User Acceptance Testing (UAT) and documentation of test cases. Perform software unit integration and acceptance testing, design reports, audit trails/logs and security mechanisms to ensure proper and safe operations using available tools such as Oracle, SQL, XML, .NET. Minimum Qualifications A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and four years of satisfactory full‑time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain. An associate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and six years of satisfactory full‑time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain. A baccalaureate degree from an accredited college, and eight years of satisfactory full‑time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain. Education and/or experience which is equivalent to "1", "2", or "3" above. Preferred Skills NICE CXone certifications (Admin or related). Experience with CXone modules (WFM, QM, Analytics). Familiarity with cloud platforms (AWS, Azure). Experience supporting omnichannel environments. Knowledge of scripting (basic Studio or similar tools). Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at Residency Requirement New York City residency is not required for this position. Additional Information The City of New York is an inclusive equal‑opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. #J-18808-Ljbffr