Telecom Engineer on site in Hartford CT and REMOTE (PART-TIME to start, possibly full-time)

PART-TIME with REMOTE, can end up full-timeThe responsibilities of the Telecom Engineer include, but are not limited to:Supporting the day-to-day performance, maintenance, and monitoring of the Department’s Avaya Call Management System (CMS).Providing weekly and monthly reporting analysis outlining call center performance, operation issue, and quality assurance.Recommending process changes to improve service quality and improve staff productivity through the utilization of reports, call monitoring, and other tools.Developing and designing CMS standardized reports, custom/ad-hoc reports, and dashboards.Developing and updating custom documentation detailing existing CMS reports, CMS database structure, and custom/ad-hoc report development.Contributing to the report development lifecycle, including understanding of business requirements, report design, and development.Creating ad-hoc reports and queries to provide data as-required by stakeholders.Skills/Experience required: Bachelor’s degree or higher in Computer Science, Computer Engineering, or a related field3+ years developing reports and dashboards with CMS’s.Experience supporting and monitoring large-scale call centers.Advanced knowledge of Avaya’s CMS, including CMS Supervisor and it’s Real Time, Historical, and Integrated reports.Advanced knowledge of Avaya’s CMS Supervisor Reports Wizard, Custom Report Designer, and scripting CMS operations.Ability to understand business reporting requirements, and translate requirements into fully developed reports and dashboards.Strong oral and written communication skills.Ability to work in a fast-paced environment.Familiarity with ticketing system for tracking/receiving report requests (JIRA).Familiarity with MS office suite.Term:The duration of this work is expected to last for 6 months; the initial purchase order issued shall be aligned with the fiscal year, which ends 6/30/2022.520 hours shall be budged for, to support the services performed under this initial term.Work Schedule: Part-time; 20 hours per week. This position may be open for full-time, if the Department determines it necessary.Telework: Consultant may be permitted to partially telework. All applicants must be local, and shall be required to be on site at least 2 days a week, even if approved for telework.