Note: The job is a remote job and is open to candidates in USA. USAJOBS 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 complex projects, leading change management, and managing the availability and capacity of network services.
Responsibilities
- Technical Advisor. Serves as an expert advisor to management on all technical issues relating to the Contact Center Environment. This includes researching complex issues that impact the CCE in order to offer potential solutions for management to consider
- Project Manager. Serves as project manager for the most complex and important projects within the CCE. This includes developing Work Breakdown Structures, managing project schedule progress, managing resources assigned to project tasks, reporting progress to management, coordinating vendor support, and following the Enterprise 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 provide 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 Capacity Management. Leads significant mission critical projects to develop complex 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 Capacity Manager for the CCE, designing and maintaining an availability management DB, ensuring critical targets/thresholds are met and reviewing reports to determine process improvement
- Configuration Management. Develops and implements complex Configuration Databases, serving as Configuration Manager for complex Contact Center Environment components. This includes developing and implementing plans for new components or keeping existing components current as changes are made. The employee identifies and controls all 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. Department of Education
- Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof 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 basis
- 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 related 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-related efforts, operational initiatives, or system-related activities that affect 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 decisions; 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, security 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 Cisco Intelligent Contact Management (ICM) and Unified Contact Center Enterprise (UCCE) routing scripts supporting enterprise customer service operations
- Developing, testing, troubleshooting, and enhancing Cisco 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, overflow strategies, and customer interaction workflows within a large-scale contact center environment
- Developing, analyzing, and supporting Cisco ICM/UCCE reporting solutions, including operational, performance, and management reporting used to monitor service delivery and business outcomes
- 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 rate, 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 Cisco contact center platforms and supporting technologies
- Supporting system upgrades, change management activities, testing efforts, and production deployments within enterprise Cisco contact center environments
- Providing technical leadership, guidance, and support related to Cisco ICM/UCCE scripting, CVP Studio development, routing strategy design, reporting, and operational analytics
- Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration
- By the closing date, current 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 found 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.
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