Telecom Administrator

Description

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

Colorados 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 @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 Familiarity

Basic Data Analysis techniques

Familiarity with Lumen/Century Link

Familiarity with AWS S3 Cloud storage