THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $71,108-$81,774.

*ONLY PERMANENT EMPLOYEES IN THE TELECOMMUNICATIONS ASSOCIATE (VOICE) TITLE ARE ELIGIBLE TO APPLY*

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of New York City’s children and families by providing child welfare, juvenile justice, and early care services. In child welfare, ACS contracts with private nonprofit organizations to support and stabilize families at risk of a crisis through preventive services and provides foster care services for children not able to safely remain at home.

The Telecom Management unit is responsible for Interactive Voice Response (IVR) services to 7000+ ACS users across all 37 locations. Under supervision, with moderate latitude for exercise of initiative and independent judgment, the IVR Specialist is responsible to manage and support IVR infrastructure and systems.

The candidate specific duties will include:
- Facilitate meetings with business users to capture business requirements for IVR system.
- Support business analyst to translate business requirements and features into technical solutions for deployment.
- Prepare flowcharts or visual representation of call flow to demonstrate call handling and routing.
- Facilitate live IVR system testing to validate the functional requirements; monitor results and identify required modifications and improvements.
- Configure, maintain, and troubleshoot Genesys platform for IVR, routing, virtual hold, Screen pops.
- Setup custom reports, dashboards, and system alerts.
- Coordinate with System Integrator for system setup, configuration, upgrades, and security patches.
- Manage user accounts, profiles, and privileges.
- Use ACS Telecom Inventory Management System to keep up to date inventory on phone instruments assigned to IVR users.
- Utilize Service Desk software to create problem tickets, manage assigned workload and update assigned problem tickets with detailed resolution.
- Conduct end user technical training and provide instructions as needed for IVR systems.
- Interface with telephone service carriers to manage phone numbers and resolve issues related to PRIs.
- Periodically review the IVR system(s) to identify functional gaps, modifications, and system enhancements to meet business requirements.
- Install and troubleshoot Genesys interaction desktop clients.
- Interact with Telecom and Infrastructure teams to support telephony, network, servers supporting IVR applications and systems.
- Interact with database management team for integration of IVR systems.
- Participate and assist in the development of operational policies, standards, and procedures for contact center services.
- Evaluate vendor proposals and provide recommendations for telephony technologies supporting IVR and contact center solutions.
- Adhere to established citywide technology practices and policies related to IT systems and services and operational procedures.
- Responsible for analyzing usage data and produce various daily/weekly/monthly management and operational reports.

ADDITIONAL INFORMATION

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $71,108-$81,774.

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY

APPLICATIONS MUST BE SUBMITTED ELECTRONICALLY USING ONE OF THE OPTIONS BELOW:

For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search for Job ID#610678.

For all other applicants go to www.nyc.gov/careers and search for Job ID#610678. Click on the "Apply" button.

If you do not have access to a computer, most public libraries have computers available for use.

Only candidates selected for an interview will be contacted.

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or
3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.

Special Note - Additional Requirements for Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or
(2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

The preferred candidate should possess the following: - Five years working experience with IVR technology, Computer Telephony Integration (CTI), IVR call flow design and development. - Experience with Contact Center software such as: Genesys PureConnect IVR Contact Center Solutions (including Handler, IC Business Manager, Interaction Administrator, Interaction Attendant), VOIP. - Experience with telephony systems especially PRIs. - Working knowledge of Microsoft windows server, Office Suite including Visio. - Knowledge of Oracle and MS SQL databases. - Knowledge of Private, Public cloud (AWS). - Experience with recognizing and resolving IVR (hardware, software, application) problems. - Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills. - Ability to multitask and perform in a high-paced/high pressure environment. - Ability to work independently or within a group to resolve an issue. - Ability to communicate with different levels of the organization. - Strong team player with service-oriented attitude and customer focus. - Ability to provide effective and efficient real-time support for a variety of issues related to IVR systems and infrastructure.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.