Job Description

4 month contract + possible extension

Required 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 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

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

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