Job Description

_ 1. PURPOSE_
This scope of work is for a Systems Architect to provide technical and administrative Telephony services support for the Florida Department of Health (Department), Office of Information Technology, Enterprise Foundational Services, Telephony Voice Services Team. Contractor will provide these services to the Department.

2. TERM: Project to go until 6/30/2027

3. CRIMINAL BACKGROUND SCREENING:
The Department will conduct a criminal history record check, including fingerprinting, on the consultant assigned by the Contractor prior to the consultant commencing work for the Department. The Department retains sole discretion as to whether the results of the criminal history record check will result in the Contractor’s employee being disqualified from performing services pursuant to this agreement.

4. CONTRACTOR QUALIFICATIONS AND EXPERIENCE:
Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:
a) Four years of experience programming, supporting and troubleshooting Avaya, Nortel PBX and Mitelkey systems.
b) Three years of direct customer service experience.
c) Four years of phone station configuration, including extension assignments, ACD, call centers andfeatures administration.
d) Four years of experience interfacing with Local Exchange Carriers (LEC) Telephony service providers
e) Four years of experience assigning Caller Line ID (CLID) and maintaining accurate 911 services locationinformation with LEC.
f) Four Years of experience performing telephony and data wiring support, to include fiber optics.
g) Four years of experience performing customer work requests and problem resolution utilizing anenterprise CRM system. Cherwell experience is desired.
h) Four years of hardware and firmware experience related to Private Branch Exchange systems.
i) Four years of experience with Quality of Service allocations related to voice and video service protocols.

5. CONTRACTOR RESPONSIBILITIES:
Contractor will perform the following tasks in the time and manner specified:
• 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 directed by the Department.
• Maintain the Department CCOC campus phone system 911 registry as directed by the Department.
• Integrate Voice over IP services and tracing to identify and resolve service issues as directed 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 directed 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 directed by the Department.
• Process customer tickets and phone calls to perform phone station moves, adds, and changes for the CCOC phone system users as directed by the Department.
• Initiate changes and updates to the Avaya Aura voice messaging boxes as directed by the Department.
• Process customer service tickets and phone calls for performing configuration changes to the Avaya Contact Call Center and Aura software configurations as directed by the Department.
• Support the Department video conferencing services SIP telephony interface trunk for availability to conduct audio calls with external participants as directed by the Department.

Regards,

Mohammed ilyas,

PH - 229-264-4024 or Text - 229-469-1455 or You can share the updated resume at Mohammed@vtekis. com

Additional Information

All your information will be kept confidential according to EEO guidelines.