IT Specialist (Network Services)
What you'd do
WHAT IS INFORMATION TECHNOLOGY? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in the following area(s): IT - Taxpayer Services and Online Accounts - Taxpayer Services & Online Accounts Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major duties
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. The work of this position includes implementing and managing the Contact Center Environment to meet current and future business requirements of the IRS and its customers. Specific assignments include many of the following: 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. The incumbent develops technical standards and procedures for ACD development, implementation, and management; establishes performance management metrics; and evaluates overall ACD performance against relevant standards. The mission requires that the employee exercise considerable judgment to keep abreast of the rapid evolution of Contact Center technologies; maintain continual vigilance against threats to subsystem confidentiality, integrity and availability; and constantly determine ways to efficiently apply scarce resources. 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.
What you need to qualify
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-timework 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. You must meet the following requirements by the closing date of this announcement. QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below: Minimum requirements for Grade 12 and UP (GS or Equivalent) 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. Specialized Experience GS-14 Level: 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. For more information on qualifications please refer to OPM's Qualifications Standards.
Before you apply
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