Telecommunications Specialist -Hybrid (66903)

Why live in Helena, Montana? Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide. It is a relatively quiet place to call home where small-town living collides with outdoor adventure. Helena has a rich history and was originally founded as a gold camp during the Montana gold rush. Learn more about moving to and/or living in Helena, Montanahere. /In this position you will be afforded the opportunity to telework, however there will be required weekly in-office day(s) in Helena. Specific c//onditions will be outlined as part of the job offer and must adhere to state policy./ Why should you keep reading and consider working here? We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration in theState Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and supported. In addition, our employees have the opportunity to be involved in some of the most exciting and innovative IT projects and initiatives in development within Montana state government. (You can learn more about SITSDhere.) What is this career opportunity? The Telecommunications Specialist is a key component of the Enterprise Network and Infrastructure Bureau, working with a team of other Telecom Specialists and VoIP Engineers. Through the combined work of the team, this position is an integral part of maintaining, configuring, and upgrading both the core Avaya Aura environment, and contact centers, as well as cloud contact center solutions. This position works closely with other units within the Enterprise Network and Infrastructure Bureau as well as other state agency business users to ensure the Avaya UC and contact center environments are operating efficiently to meet business needs. Additionally, if you meet the requirements as a System Administrator 2 you would serve as a subject-matter expert managing Avaya Aura UC, and contact center technologies responsible for optimizing seamless performance across the Enterprise. What are we looking for?__ Education and Experience: / / /Level 1/ Associates degree in Information Technology or related field and two years applicable experience; OR Alternate combinations of education and experience will be considered on a case-by-case basis /Level 2/ Bachelors degree in Information Technology, or a related field and four years applicable experience; OR Alternate combinations of education and experience will be considered on a case-by-case basis Competencies: /Knowledge of:/ Contact Center Platforms Inbound and outbound dialing strategies Contact Center & UC Call routingVirtual Server Technology Server Administration VoIP protocols (SIP, H.323, FTP, TCP/IP, Etc.) Scripting and Automation Project management Principles, Practices and Techniques /Ability to:/ Understand call flows, troubleshoot, and perform detailed analysis Understand a contact center environment Problem-solve a wide variety of hardware and software issues Install and repair telephony hardware and associated software Develop effective working relationships with venders, co-workers, managers, employees of state government and citizens of the state Rapidly troubleshoot and correct system problems in a timely fashion utilizing SIP traces, and other available tools. Provide excellent customer service and communication to non-technical individuals Understand the interrelationship of data, voice/VoIP network systems and quickly learn the States environment Work efficiently under stressful circumstances as priority incidents occur Develop, document, and follow processes and procedures Work independently and in a team environment Manage competing deadlines with shifting priorities Lead a team from the beginning to the successful completion of a project Does this sound like you? Please tell us how and why by submitting your resume and cover letter. /(Please Note: You do not need to complete the work experience or the education & certifications portion of the application process in our recruiting system. You only need to upload the requested documentation.)/ What can you expect from us in return for your hard work? Lookhereto see the additional benefits They include: o Work/life Balance o Health Coverage o Retirement plans o Paid Vacation and Sick Leave and Holidays o And more Public Service Loan Forgiveness (PSLF) Employmentwith the State of Montana may qualify you to receive student loan forgiveness under the PSLF. Lookhereto learn more and see if you may qualify Other important information to be aware of. This position requires the successful completion of a criminal background check. Only online applications are accepted. By applying online, you are able to receive updates and monitor the status of your application. Title: Telecommunications Specialist -Hybrid (66903) Location: Helena Requisition ID: 24142965