Job Description
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
Colorados 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 @state.co.us 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
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