IVR Specialist

:

• ADMIN FOR CHILDREN'S SVCS

Posted On: 05/24/2025

• Full-Time

Location MANHATTAN

• Exam May Be Required

Department Mis Admin,Network Sysms Dvlpmt Salary Range: $81,784.00 - $127,655.00

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $88,000.00-$98,000.00 THIS POSITION IS ONLY OPEN TO CANDIDATES WHO ARE PERMANENT (NOT PROVISIONAL) IN THE CIVIL SERVICE TITLE OF TELECOMMUNICATIONS ASSOCIATE (VOICE). The Administration for Children's Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community. The New York City (NYC) Administration for Children's Services' (ACS) Office of Information Technology (OIT) is responsible for providing high quality, reliable, and sustainable technology services, and support to meet the needs of the families and children we serve through ACS, its vendor partners and other City agencies. The Telecom Support unit is responsible for providing sustained infrastructure and administrative support for approximately 7500 telephone lines and instruments (Centrex and VoIP), 80 data circuits, 21 videoconferencing endpoints, audio-visual technologies, and I2 IVR applications and call centers. This position will be assigned to 110 William Street, NY on a five-day work schedule Mon - Fri from 9 am - 5 pm. The Interactive Voice Response (IVR) Specialist is responsible for managing and supporting IVR infrastructure and systems. In addition, the selected candidate will be responsible for performing the following duties but not limited to:

• Facilitate meetings with business users to capture business requirements for IVR system

• Manage and support an IVR portfolio consisting of 11 call centers, 6 IVR web applications, 7 IVR servers

• Support business analysts to translate business requirements and features into technical solutions for deployment

• Prepare flowcharts and visual representation of call flow to demonstrate call handling and routing

• Facilitate live IVR system testing to validate the functional requirements

• Configure, maintain, and troubleshoot Genesys platform for IVR, routing, virtual hold and Screen pops

• Setup custom reports, dashboards, and system alerts

• Coordinate with System Integrators for system setup, configuration, upgrades and security patches

• Manage user accounts, profiles, and privileges

• Utilize Service Desk software to create problem tickets, manage assigned workload and update assigned problem tickets with detailed resolution

• Conduct end user technical training and provide instructions as needed for IVR systems

• Interface with telephone service carriers to manage phone numbers and resolve issues related to Primary Rate Interface (PRI)

ADDITIONAL INFORMATION Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report. TO APPLY Please go to or for current NYC employees and search for Job ID #704584. No phone calls, faxes or personal inquiries permitted. Note: Only candidates under consideration will be contacted. TELECOMMUNICATIONS ASSOCIATE ( - 20247

Minimum Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or 2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or 3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or 4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above. Special Note - Additional Requirements for Assignment Level IV To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or (2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills

The preferred candidate should possess: - Five (5) years' experience with IVR technology, Computer Telephony Integration (CTI), IVR call flow design and development - Hands-on experience with Contact Center software such as: Genesys PureConnect IVR, Contact Center Solutions (including Handler, IC Business Manager, Interaction Administrator, Interaction Attendant), VOIP - Experience with telephony systems especially PRI - Working knowledge of Microsoft windows server, Office Suite including Visio Oracle and MS SQL databases Private/Public cloud (AWS) - Experience recognizing and resolving IVR (hardware, software, application) problems - Ability to provide effective and efficient real-time support for a variety of issues related to IVR systems and infrastructure

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Shortlist

Job ID 704584 Title code 20247 Civil service title TELECOMMUNICATIONS ASSOCIATE ( Title classification Competitive-1 Business title IVR Specialist Posted until 06/22/2025

• Experience Level: Experienced (Non-Manager)

Job level 04 Number of positions 1 Work location 110 William St. N Y

• Category: Technology, Data & Innovation

IVR Specialist