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

Job Description Hybrid Role - Local to CO candidates only • Oversee and manage the programmatic and technical aspects of The Client o Lumen call routing system • Interactive Voice Response System • Call Flow • Call Routing • pplication Programming Interfaces (API) • System/Agent Problem Management • minor issues/major outages o 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 o 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 o pplication Programming Interfaces (API) o WS cloud storage o Data extraction and analysis • Hotline County Connection Center (HCCC) call center o Call center contract management - hybrid remote • (Client) Service Desk Analysis and Ticket Fulfilment: o Ticket fulfillment o Creating Hotline agent accounts • Checking for Hotline Certification o 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: o Fundamental understanding of telephone call routing systems • interactive voice response (IVR) • call flow • call routing • commercial phone systems o Experience with technical problem analysis and resolution related to telephone and call center systems o Knowledge of call center systems (preferably Genesys) o General knowledge of cloud telephone systems o Familiarity with emergency outage protocols o bility to communicate and collaborate effectively with numerous partners/stakeholders o bility to communicate technical information to audiences with differing levels of technical understanding o bility to establish consensus with numerous partners/stakeholders • Preferred Background/Knowledge: o Call center contract management o General knowledge of FEDRamp standards o Basic SQL Familiarity o Basic Data Analysis techniques o Familiarity with Lumen/Century Link o Familiarity with AWS S3 Cloud storage Type Category Qualification Description Competency Required Skills Cloud WS-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 WS 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 Apply tot his job