Telecom Administrator Job at V R Della Infotech Inc, Colorado

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  • V R Della Infotech Inc
  • Colorado

Job 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

  • 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

  • (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 ************* 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

Location Requirements

Candidate must be local.

Candidate Must Be Local

Additional Location Details (City, State) :

Background Verification

Minimum Verification Requirements

CDHS will run their own background check

(Suppliers Only)
To order, click on the link to the right:

CDHS runs their own background check

Qualification 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

Job Tags

Contract work, For contractors, Local area, Remote job,

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