Senior Telecommunications Specialist (Infrastructure Specialist 3...
Ohio Department of Commerce - Columbus, Ohio, United States, 43224Work at Ohio Department of Commerce
Overview
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Overview
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: