Job Details

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