Hybrid - Telecom Engineer
1 week ago
Candidate must be a US Citizen or Permanent Resident
2. PROJECT/SYSTEM/PROGRAM OVERVIEW
DCF depends on the core mission-critical Federally-reimbursed SACWIS (Statewide Automated Child Welfare Information System). The application is used by a large majority of roughly 3,200 employees including over 1,100 front line social workers and case managers, the application has been enhanced and modified continually to meet data capture and process functionality requirements driven by good child welfare case practice as well as State and Federal legislation and statute. Additionally, SACWIS continues to experience change chiefly in compliance with the 1991 Juan F. Consent Decree as well as the agency's ongoing goal of improving the safety, permanency and well-being of children in care. The agency is also undergoing an effort to replace its SACWIS system with a new CCWIS system working in collaboration with our federal and state partners.
Concurrently, the agency implemented a multi-faceted, agency-wide outcome measure improvement plan that specifically addresses each of the twenty-two (22) outcomes targeted for improvement driven by the original Consent Decree. A number of initiatives that comprise this improvement plan require the support of information technology.
DCF Information Systems provides technology expertise and services as well as an information systems infrastructure to the agency and its roughly 3,200 employees. DCF Information Systems strives to improve continually improving technology services that are cost-effective and of the highest effectiveness and quality. DCF Information Systems is currently in the process of replacing its current SACWIS and engaged in a large multi-year project to redefine, redesign and modernize its systems and practices.
This position is considered essential to support the systems required to meet the
agency's mandated goals and mission as well as provide the agency with support for
enhanced communications capabilities and the safety of its workers.
3. SCOPE OF WORK
The agency needs to engage the service of a Telecom Engineer 2 consultant position. The candidate will participate in the deployment and maintenance of DCF business systems. The primary focus of this candidate will be end user support and equipment maintenance for telecommunications, video conferencing and voice/data networks. Some support for cellular communication systems and personal computer systems will also be involved.
Position Role and Deliverables:
We currently need a Telecommunications System Engineer to provide centralized and on-site services to DCF staff in various locations around the state. The incumbent works under the supervision and direction of the Telecommunications Manager at the Department of Administrative Services/Bureau of Information Technology Solutions (DAS - BITS or BITS) but work is performed in service of the (DCF) The home location will be the DCF Central Office in Hartford with remote offices supported around Connecticut. Maintaining a customer focus is essential and the incumbent needs to be able to triage problems, troubleshoot issues and work with vendors and staff at all levels to quickly and efficiently deliver new systems and to resolve support requirements.
The consultant will be expected to work with Avaya and NEC systems in both distributed and centralized environments. The consultant will work with vendors to provide support services as repairs as required. Basic computer skills are needed to place orders, track issues and generate usage reports. Some mobile communications support and level 1 Help Desk services may be required from time to time.
Maintaining good customer relations while triaging and resolving issues is key.
Required Skills and Experience:
In addition, the agency requires:
An experience professional demonstrating the following knowledge and skills:
- Technical Expertise with PBX and voice-mail (Avaya and NEC) systems
- Responsible for daily moves, adds, changes, and repairs as needed
- Proactively monitors systems responsiveness, communicated, and report issues
- Support contact center platform services and all project related and ongoing operation for voice communication services
- Working with vendor and telco for wiring and CO/PRI circuits
- Monitoring call accounting system and produce call detail reports as needed
- Have detailed understanding of telecommunication infrastructure such as PRI/T1, SIP trunks and experience troubleshooting those systems
- Installation and support of communications hardware and software
- Analysis, design and development of communications systems
- Network hardware and software installation and support
- End user support - face to face and via telephone
- Familiarity with cellular communications and mobile devices
- Excellent customer service skills
- PC Hardware and software use
- Expertise implementing and supporting Avaya and/or NEC systems
- Expertise with video conferencing systems
- Experience with Five9 contact center
- Experience with SIP trunking
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