Hybrid Details:
Denver, CO area – onsite/remote
Duration:
5 months to start
Job Description
Oversee and manage the programmatic and technical aspects
- 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
- Client business processes
- State-supervised, county-administered system
- Child Welfare Hotline Rules
- Mandatory reporters/reporting
- County responsibilities
- determining jurisdiction
- timeliness of response
Understand HIPAA Regulations and Colorado Data Privacy Laws/Statutes
Modernized Trails/Trails
- Application Programming Interfaces (API)
- AWS cloud storage
- Data extraction and analysis
Client 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
Required Background/Knowledge:
- Fundamental understanding of telephone call routing systems
- interactive voice response (IVR)
- call flow
- call routing
- commercial phone systems
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
#LI-HYBRID
