Systems Architect

1 month ago

Tallahassee, United States Crescens Full time
Job Title: Systems Architect
Location: Tallahassee, FL
Duration: 12+ Months

Job descriptions:
  • This scope of work is for a Systems Architect to provide technical and administrative Telephony services
  • support for the Florida Department of Health, Office of Information Technology, Enterprise Foundational Services, Telephony Voice Services Team (Department).
  • Contractor will provide these services to the Department.
QUALIFICATIONS AND EXPERIENCE:
  • Four years of experience programming, supporting and troubleshooting Avaya, Nortel PBX and Mitelkey systems.
  • Three years of direct customer service experience.
  • Four years of phone station configuration, including extension assignments, ACD, call centers and features administration.
  • Four years of experience interfacing with Local Exchange Carriers (LEC) Telephony service providers
  • Four years of experience assigning Caller Line ID (CLID) and maintaining accurate 911 services location information with LEC.
  • Four Years of experience performing telephony and data wiring support, to include fiber optics.
  • Four years of experience performing customer work requests and problem resolution utilizing an enterprise CRM system. Cherwell experience is desired.
  • Four years of hardware and firmware experience related to Private Branch Exchange systems.
  • Four years of experience with Quality of Service allocations related to voice and video service protocols.
CONTRACTOR RESPONSIBILITIES:
  • Provide feature programming recommendations for the Department Capital Circle Office Center
  • (CCOC) campus phone system customers as directed by the Department.
  • Perform feature programming of the end device and the Avaya or Nortel phones system, as assigned by the Department.
  • Maintain the Department CCOC campus phone system 911 registry as assigned by the Department.
  • Integrate Voice over IP services and tracing to identify and resolve service issues as assigned by the Department.
  • Develop custom voice menu trees and options meeting customer requirements, test, deliver to customer for review and acceptance as directed by the Department.
  • Configure customer menu trees to the phone system messaging system as assigned by the Department.
  • Develop custom call-forwarding configurations meeting Department needs for interfaces with
  • Poison Control or other response call centers as directed by the Department.
  • Process customer service request tickets and phone calls for implementing new voice related services to the Avaya and Nortel CCOC campus phone system, voice messaging, call center agent phones and response rooms activation requests as assigned by the Department.
  • Process customer tickets and phone calls to perform phone station moves, adds and changes for the CCOC phone system users as assigned by the Department. Initiate changes and updates to the Avaya Aura voice messaging boxes as assigned by the
  • Department.
  • Process customer service tickets and phone calls for perform configuration changes to the Avaya
  • Contact Call Center and Aura software configurations as assigned by the Department.
  • Support the DOH video conferencing services SIP telephony interface trunk for availability to conduct audio calls with external participants as directed by the Department.

DATA SECURITY AND CONFIDENTIALITY TASK:
The Contractor, its employees, subcontractors, and agents must comply at all times with all
Department data security procedures and policies in the performance of this scope of work as
specified in the Data Security and Confidentiality document attached to the purchase order.

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