Job Description

Program Related:

Please ensure you attach the WI Cover Sheet (attached), a valid Right to Represent, and the candidate's resume with full legal first name, and last name. Candidate contact information (email, phone number) prohibited on resumes. Withdrawn candidates will not be permitted to be replaced. If you would like to use a sub vendor, only 1 level deep, please submit the sub vendor usage request form.

Demonstrated Telecommunications provider services support and vendor management. EX

providers: ATT, US Cellular, Lumen, etc.

Experience in provisioning a PBX.

Demonstrated skills in telecommunications asset management and billing reconciliation.

Experience in managing Call Center software distributing and managing VoIP phone numbers.

Experience in helping clients with roadmap to strategize multiyear plan to keep the systems

effective with emerging technologies.

Will this position have access to FTI (Federal Tax Information)? No

On Call hours required? Yes 2500

Will the position require any weekend coverage? (IE: weekend maintenance)

Is this position Remote, Hybrid**, or In Person? Hybrid

**For Hybrid, please provide breakdown of Remote % and Onsite % (required):

Does this position require the candidate to provide a mobile device for use to use as part

of this position (ie: iPad/iPhone/Android)? If so, please explain:

*Mobile device may be subject to sole use requirement for DCF work only and will require

management via a DCF mobile device management system.

Detailed Job Description: (Please be specific with all job duties required by the hired

candidate.)

This position is more accurately described as a Telecommunications Administrator.

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 telecommunications data and look to improve process 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.

The candidate 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. Furthermore, having a Cloud knowledge will be a plus.

The candidate should be capable of working independently on a diverse amount of activities.

The candidate will also be required to work within a team to provide recommendations for

process improvements, project planning, system implementations, and system administration.

The candidate should be skilled in the prioritization of daily tasks and project tasks.

The candidate should have experience with providing system High-availability and the day to

day support in a 24x7-365 environment is preferred.

On Call support will be required.

The candidate will be required to pass a criminal background check prior to starting the

position.

List any special qualifications & years of experience: (List any specific skills, software, or

requirements the position will require. Optional format below)

Project Details (project overview, who the contractor will work with, soft skills needed, etc.):

Optional format: (Add as many lines as needed.)

Qualification Experience

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

Telecommunication: Design and configure of ACD, VoIP,

and IVR systems

5 years

Telecommunications 8 years

Video Conferencing 3 years

Vo/IP Networks 5 years

Wide Area Networks (WAN) 5 years

Wireless – Cellular 8 years

Wireless – Data 5 years

Wireless – Mobile 5 years

Work with vendor to resolve hardware and software

problems

5 years

Requirements

Top Skills:

Demonstrated Telecommunications provider services support and vendor management. EX providers: ATT, US Cellular, Lumen, etc. (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 distributing and managing VoIP phone numbers. (8+ years)

INTERVIEW NOTES: PLEASE NOTE: A real-time screenshot photo of the candidate MUST be uploaded to candidate's bid upon confirming the interview. Please see "DCF Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

• An in-person interview may be required before a final hire is made. The hiring manager has discretion to allow phone or video interviews at any point during the process.

• Interviews will be set up shortly after the posting close date.

• MUST provide three (3) business references for the interview. (One reference must be a supervisory level.)

IMPORTANT NOTES:

• Candidate MUST be physically located in the United States. International candidates/phone numbers will not be accepted.

• Candidate must follow ALL DCF work rules

• Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am – 3 pm (or CST hours as defined by the hiring manager)

• Candidate will be required to provide their own equipment for this position (See job description for required specifications.)

Interview process: Over zoom for the 1st round interview. 2nd round also zoom only unless candidate is very close Madison area and able to make it. the hiring manager's preference is to hire someone who is local to Wisconsin for this type of position.

Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Local candidates preferred. This position is currently remote. However, position status is subject to change. (90% remote 10% onsite as needed) Onsite work is not likely, but candidate should be prepared to come onsite if required.

Project details:

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 telecommunications data and look to improve process 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.

Additional Details:

Weekend coverage: Occasionally, maybe once a quarter related to VOIP reboots that we typically do on Sunday morning.

Required Skills

Skill Type

Skill Name

Certification Education License Other Skill  

Demonstrated Telecommunications provider services support and vendor management. EX providers: ATT, US Cellular, Lumen, etc. (8+ years)

Certification Education License Other Skill  

Experience in provisioning a PBX. (5+ years)

Certification Education License Other Skill  

Demonstrated skills in telecommunications asset management and billing reconciliation. (8+ years)

Certification Education License Other Skill  

Experience in managing Call Center software distributing and managing VoIP phone numbers. (8+ years)

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