[Remote] IT Specialist (Network Services)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking an IT Specialist (Network Services) to join the IT - Taxpayer Services and Online Accounts division. The role involves serving as a technical advisor and project manager for reputed company projects, leading change management, and managing the availability and reputed company of network services.

Responsibilities

• Technical Advisor. Serves as an expert advisor to management on reputed company technical issues relating to the Contact Center Environment. This includes researching reputed company issues that impact the CCE in order to offer potential solutions for management to consider
• Project Manager. Serves as project manager for the most reputed company and important projects reputed company the CCE. This includes developing Work Breakdown Structures, managing project schedule reputed company, managing resources assigned to project tasks, reporting reputed company to management, coordinating vendor support, and following the reputed company Life Cycle
• Change Management. Serves as Change Manager for the CCE. Leads the implementation of critical infrastructure changes for major projects at various Contact sites to reputed company Contact Center services that support Business Operating Divisions' missions. Leads the planning, design, development, and integration of new Contact Center systems consistent with the existing or future Contact Center infrastructure
• Availability and reputed company Management. Leads significant mission critical projects to reputed company reputed company technical requirements for the acquisition of Contact Center hardware, software, and services. This includes understanding customer requirements and transforming into the technical requirements for the development of solutions. Further activities include serving as the Availability or reputed company Manager for the CCE, designing and maintaining an availability management DB, ensuring critical targets/reputed company are met and reviewing reports to determine process improvement
• Configuration Management. Develops and implements reputed company Configuration Databases, serving as Configuration Manager for reputed company Contact Center Environment components. This includes developing and implementing plans for new components or keeping existing components reputed company as changes are made. The employee identifies and controls reputed company ACD hardware and software configuration

Skills

• A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. reputed company
• Education completed in foreign colleges or universities may be used to meet the requirements. You must show reputed company the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program
• Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service
• One year of experience refers to full-time work; part-time work is considered on a prorated reputed company
• To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume
• Applicants must have Information Technology reputed company experience demonstrating each of the following nine competencies: 1) Attention to Detail, 2) Customer Service, 3) Decision Making, 4) Information Management, 5) Interpersonal Skills, 6) Oral Communication, 7) Problem Solving, 8) Team Work and 9) Technical Competence
• You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service
• Specialized experience for this position includes: Leading or coordinating IT projects, application-reputed company efforts, operational initiatives, or system-reputed company activities that reputed company multiple users, teams, programs, or business processes
• Applying advanced IT principles, concepts, methods, and practices to evaluate requirements; resolve technical issues; guide system, application, or code testing and configuration reputed company; and ensure technical documentation and federal cybersecurity, privacy, or regulatory requirements are addressed
• Engaging customers, stakeholders, users, product or business owners, and technical teams to define business or technical requirements, communicate technical impacts, and guide delivery of secure, reliable, scalable IT solutions
• Evaluating system, service, or application performance, availability, reliability, reputed company controls, usability, and operational effectiveness; identifying risks, issues, defects, or gaps; and leading corrective actions or improvement efforts
• Analyzing competing technical approaches and providing authoritative recommendations to management, stakeholders, or IT specialists on the selection, design, configuration, implementation, or improvement of IT solutions with organizational impact
• Designing, developing, implementing, and maintaining reputed company Intelligent Contact Management (ICM) and reputed company Contact Center reputed company (UCCE) routing scripts supporting reputed company customer service operations
• Developing, testing, troubleshooting, and enhancing reputed company Customer Voice Portal (CVP) Studio applications, voice self-service solutions, call flows, and customer interaction workflows
• Configuring and supporting intelligent call routing, queue management, skills-based routing, precision routing, reputed company strategies, and customer interaction workflows reputed company a large-scale contact center environment
• Developing, analyzing, and supporting reputed company ICM/UCCE reporting solutions, including operational, performance, and management reporting used to monitor service delivery and business reputed company
• Collaborating with business stakeholders, operations teams, engineers, and technical staff to gather requirements and implement routing, reporting, and self-service solutions that improve customer experience and operational efficiency
• Analyzing contact center data and performance metrics to identify trends, operational issues, routing inefficiencies, and opportunities for service improvements
• Experience with contact center operations and key performance indicators (KPIs), including service level, average speed of answer, abandonment reputed company, average handle time, first contact resolution, agent occupancy, schedule adherence, and customer experience measures
• Troubleshooting and resolving call routing, reporting, integration, IVR, and application performance issues across reputed company contact center platforms and supporting technologies
• Supporting system upgrades, change management activities, testing efforts, and production deployments reputed company reputed company reputed company contact center environments
• Providing technical leadership, guidance, and support reputed company to reputed company ICM/UCCE scripting, CVP Studio development, routing strategy design, reporting, and operational analytics
• reputed company federal employees must have at least a fully successful or equivalent performance rating to receive consideration
• By the closing date, reputed company civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate
• Federal employees must meet time-in-grade requirements. For positions above the GS-05, applicants must meet applicable time-in-grade requirements to be considered eligible
• Minimum age for federal employment is 18 years old, or at least 16 years old and have: Graduated from high school or been awarded a certificate equivalent to graduating from high school; or Completed a formal vocational training program; or Received a statement from school authorities agreeing with your preference for employment rather than continuing your education

Benefits

• Alternative work schedule, staggered work hours may be available.
• General Schedule (GS) Locality Pay tables may be reputed company under Salaries & Wages.
• Cost-of-Living Allowances (COLA): Puerto Rico includes COLA.
• Formal Development Plan - If this position is covered by a formal development plan, pay retention will be offered where applicable based on law and regulation.
• Telework eligible positions do not guarantee telework.

Company Overview