ATC
REQUIRED SKILLS:
(Need Majority; 8+ Years)
Demonstrated Telecommunications provider services support and vendor management (e.g., AT&T, US Cellular, Lumen) – 8+ years
Experience in provisioning a PBX – 5+ years
Demonstrated skills in telecommunications asset management and billing reconciliation – 8+ years
Experience in managing Call Center software and distributing/managing VoIP phone numbers – 8+ years
NICE TO HAVE SKILLS:
Call Tracing Software – 8 years
Telecommunication Infrastructure and Service Inventories – 5 years
Telecommunications bill payment systems – 8 years
Telecommunications rates and billing systems – 8 years
Telecommunications systems and services – 5 years
Template and instructions development – 5 years
Customer Service – 8 years
Oral Communication – 8 years
Written Communication – 8 years
LAN – 5 years
VoIP design/configuration (ACD, VoIP, IVR systems) – 5 years
Telecommunications (general) – 8 years
Video Conferencing – 3 years
VoIP Networks – 5 years
WAN – 5 years
Wireless – Cellular – 8 years
Wireless – Data – 5 years
Wireless – Mobile – 5 years
Work with vendor to resolve hardware/software problems – 5 years
INTERVIEW PROCESS:
First-round interview via Zoom
Second-round Zoom or in-person (if local to the Madison area)
A real-time screenshot photo of the candidate must be uploaded upon confirming the interview (see DCF Realtime Photo Requirement document)
Three business references required, one of which must be supervisory
Candidate must sign onboarding documents and complete required security training
An in-person interview may be required before final hire
DESCRIPTION OF ROLE:
The Telecommunication Specialist will function as a high-level technical support resource in VoIP telecommunications phone numbers, mobile device management, and dial plans. The position will require analysis and design for Call trees or call centers for internal communications.
This person will manage the agency's telecommunications data and look to improve processes and procedures through redundancy or automation where appropriate.
The candidate must have experience in VoIP communications, telephony configuration and testing, validation, administration, support, monitoring, and maintenance for telecom infrastructure, including the development of process documentation. The candidate will be expected to utilize industry-standard best practices and methodologies and provide knowledge transfer to other staff through both direct communication and formal documentation.
The candidate should have experience with mobile technology and supporting daily operations in telecommunications billing and tracking systems. Should be familiar with routing protocols for VoIP communications while working within a WAN and LAN environment.
An exceptional candidate will have direct experience with Cisco Unified Communications software suite like Manager, Cisco Unity Connection, Cisco Unified Contact Center Express or other Call Center software or services.
The candidate should be capable of working independently on a diverse amount of activities. Will also be required to work within a team to provide recommendations for process improvements, project planning, system implementations, and system administration.
Should be skilled in prioritizing daily and project tasks and have experience with high-availability systems in a 24x7-365 environment. On-call support is required. Weekend work may be needed occasionally (e.g., once per quarter for VOIP reboots on Sunday mornings).
Key Responsibilities:
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Equipment:
Selected candidate must provide their own equipment for remote work. Requirements:
Internet:
Minimum 20 Mbps download / 5 Mbps upload
Must support wired connection (Cat5e or better)
Windows Computers:
OS: Windows 10
RAM: 4 GB minimum (8 GB preferred)
CPU: 2 GHz+
Graphics: Direct3D 11 compatible
Latest VMware Horizon Client required
Apple Computers:
macOS 10.14, 10.15, or 11
RAM: 4 GB minimum (8 GB preferred)
Intel-based or M1-based Mac w/ Rosetta 2
Latest VMware Horizon Client required
Audio/Video:
Full AV conferencing capability (camera/headset required)
Selected candidate may be required to report onsite with minimal notice, although on-site work is not expected.
Other Requirements:
Work Hours: 9 AM – 3 PM CST core hours; must work within CST
Onboarding Requirements:
Background check (7-year standard)
Fingerprinting (if working with FTI)
Must pass background checks or offer will be rescinded
Other Requirements:
Candidate will use an iPhone (DCF MDM-managed; sole-use possible)
No workspace assigned, but must report in as needed
Must complete all onboarding documentation
All work must be performed within the United States
This position is budgeted for 1,960 hours annually (pro-rated based on start date)
Certifications (if any) must be submitted with candidate