Working Title: Senior IT Voice Services Designer
Job Class: Information Technology Specialist 5
Agency: Minnesota IT Services
- Who May Apply: Open to all qualified job seekers
- Date Posted: 04/06/2024
- Closing Date: 04/19/2024
- Hiring Agency/Seniority Unit: Minnesota IT Services
- Division/Unit: Office of Enterprise Tech / Voice/Vid Net Design & Support
- Work Shift/Work Hours: Day Shift
- Days of Work: Monday – Friday
- Travel Required: No
- Salary Range: $37.45 – $64.04 / hourly; $78,195 – $133,715 / annually
- Job Class Option: Network
- Classified Status: Classified
- Bargaining Unit/Union: 214 – MN Assoc of Professional Empl/MAPE
- FLSA Status: Exempt – Professional
- Telework Eligible: Yes #LI-Hybrid
- Designated in Connect 700 Program for Applicants with Disabilities: Yes
Make a difference in the lives of Minnesotans.
The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.
Join the 2,500+ professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.
Job Summary
As a Senior Designer, you will play a pivotal role in the planning, design, implementation, and maintenance of IP Telephony and Contact Center infrastructure used to support both in-house developed and vendor purchased packages for supporting MNIT voice services. This role involves strategic decision-making, performance analysis of voice infrastructure, and providing guidance and mentorship to other Information Technology Specialist staff members for one or more MNIT voice network services, including IP Telephony servers, Contact Center servers, and Voice over IP router services.
This position is currently eligible for full-time telework:
- Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.
- Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Qualifications
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume:
Position requires a minimum of five (5) years of IT related experience in Telecommunications
Experience must include:
- IPT technology including Cisco’s CCM/CUCM, ICM, CVP, and Unity.
- Contact center call recording and quality management software.
- Interactive Voice Response (IVR) applications.
- Local and long-distance telecom vendor products and services.
- Design, develop, and configure new voice applications to enhance the customer experience.
- Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
- Customer service skills that include active listening, empathy, and problem solving
A master’s degree in Information Technology or an IT related field substitutes for three (3) years of experience, OR an IT related bachelor’s degree substitutes for two (2) years, OR an IT related associate’s degree substitutes for one (1) year.
Preferred Qualifications
- Proven technical leadership, to help mentor and provide technical direction to teammates.
- Experience with Contact Center Reporting.
- Centrex/CMS systems.
- Experience documenting Contact Center call flows.
Additional Requirements
It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:
- SEMA4 Records Check (applies to current and past state employees only)
- Criminal History Check
- Reference Check
- Social Security and Address Verification
- Education Verification
- CJIS Background Check
- Other legally required checks
Minnesota IT Services will not sponsor applicants for work visas. All applicants must be legally authorized to work in the United States.
