Job 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

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
• 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