Ohio Department of Commerce
Senior Telecommunications Specialist (Infrastructure Specialist 3)
Ohio Department of Commerce, Columbus, Ohio, United States, 43224
If you are interested in helping BWC grow, please click this link to read more, and then come back to this job posting to submit your application!
BWC is currently operating under a hybrid schedule that may incorporate both teleworking and in-person office hours. Employees must be able to report to the office when requested by management &/or for their initial job training.
What You'll Be Doing:
Under general direction of the Manager of Infrastructure Services, you would utilize your thorough working technical knowledge of infrastructure operations & maintenance in evaluate effectiveness & risk of IT processes, recommend changes in IT procedures to meet customer needs, & evaluate &/or research hardware &/or software solutions & provide feedback to project team or higher-level staff.Delivering, implementing, & supporting a variety of software applications &/or hardware platforms.Proposing changes to current IT policies, procedures & practices (e.g., telecommunications setup, configuration, operations, problem resolution).Evaluating effectiveness & risk of IT processes (e.g. VoIP telephony, interactive voice response [IVR], automatic call distributor [ACD], call center systems).Recommending changes in IT procedures to meet customer needs (e.g., performs telecommunications application & service problem identification, isolation, diagnosis, resolution & documentation).Providing technical support for BWC Call Center applications (e.g. Astute, i3 [e.g. software maintenance, custom script development, testing, documentation, deployment, business customer support & instruction, development & maintenance of customer manuals & training materials]).Evaluating & researching telecommunications, router/switch, hardware & software solutions in cooperation with Enterprise Architecture team, OIT, vendors, & other infrastructure specialists.Collaborating with applications staff, vendors, OIT, & support staff for other platforms to resolve complex performance, service quality &/or connectivity issues.Assisting in providing IT consultation & recommendations for implementation of telecommunications devices, services & applications.For more information, please click here .
Qualifications
To Qualify, You Must Clearly Demonstrate:
Required Experience and/or Education
60 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or completion of associate core program in computer science or information systems
AND
42 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or completion of undergraduate core program in computer science or information systems
AND
36 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or equivalent of minimum class qualifications for employment noted above.
Note:
The official position description on file with the designated agency is to reflect the required, primary technology
Contact Center Systems (IVR/ACD)
directly relating to the duties of the position. Only those applicants possessing the experience in the required, primary technology listed in the position description & job posting are to be considered for any vacancies posted. The job posting must list the required technology commensurate with the position in question.
Job Skills:
Information Technology
Professional Skills:
Critical Thinking, Collaboration, Customer Focus, Decision Making, Problem Solving
Primary Technology:
Contact Center Systems (IVR/ACD)
Major Worker Characteristics:
BWC is currently operating under a hybrid schedule that may incorporate both teleworking and in-person office hours. Employees must be able to report to the office when requested by management &/or for their initial job training.
What You'll Be Doing:
Under general direction of the Manager of Infrastructure Services, you would utilize your thorough working technical knowledge of infrastructure operations & maintenance in evaluate effectiveness & risk of IT processes, recommend changes in IT procedures to meet customer needs, & evaluate &/or research hardware &/or software solutions & provide feedback to project team or higher-level staff.Delivering, implementing, & supporting a variety of software applications &/or hardware platforms.Proposing changes to current IT policies, procedures & practices (e.g., telecommunications setup, configuration, operations, problem resolution).Evaluating effectiveness & risk of IT processes (e.g. VoIP telephony, interactive voice response [IVR], automatic call distributor [ACD], call center systems).Recommending changes in IT procedures to meet customer needs (e.g., performs telecommunications application & service problem identification, isolation, diagnosis, resolution & documentation).Providing technical support for BWC Call Center applications (e.g. Astute, i3 [e.g. software maintenance, custom script development, testing, documentation, deployment, business customer support & instruction, development & maintenance of customer manuals & training materials]).Evaluating & researching telecommunications, router/switch, hardware & software solutions in cooperation with Enterprise Architecture team, OIT, vendors, & other infrastructure specialists.Collaborating with applications staff, vendors, OIT, & support staff for other platforms to resolve complex performance, service quality &/or connectivity issues.Assisting in providing IT consultation & recommendations for implementation of telecommunications devices, services & applications.For more information, please click here .
Qualifications
To Qualify, You Must Clearly Demonstrate:
Required Experience and/or Education
60 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or completion of associate core program in computer science or information systems
AND
42 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or completion of undergraduate core program in computer science or information systems
AND
36 mos. combined work experience in any combination of the following: evaluating effectiveness and risk of it processes, recommending changes in IT procedures to meet customer needs, and evaluating and/or researching hardware and/or software solutions and providing feedback to project team or higher-level staff including 12 mos. work experience in
Contact Center Systems (IVR/ACD)
specified by the agency in the position description & job posting.Or equivalent of minimum class qualifications for employment noted above.
Note:
The official position description on file with the designated agency is to reflect the required, primary technology
Contact Center Systems (IVR/ACD)
directly relating to the duties of the position. Only those applicants possessing the experience in the required, primary technology listed in the position description & job posting are to be considered for any vacancies posted. The job posting must list the required technology commensurate with the position in question.
Job Skills:
Information Technology
Professional Skills:
Critical Thinking, Collaboration, Customer Focus, Decision Making, Problem Solving
Primary Technology:
Contact Center Systems (IVR/ACD)
Major Worker Characteristics: