Information Technology Specialist (Senior Contact Center Developer )

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 requires ensuring the integration of IT programs and services; developing solutions to integration/interoperability issues
• Designing developing and managing IT security systems that meet current and future business requirements and apply or extend enhance or optimize the existing architecture; managing assigned projects
• Communicating complex technical requirements to non-technical personnel; and preparing and presenting briefings to senior management officials on complex/controversial issues.
• Such work assignments include leading IT systems development projects from design to support
• Evaluating the effectiveness of installed systems and services

• Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time your performance conduct and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends your appointment will be terminated. You are encouraged to actively engage with your supervisor seek feedback and understand role expectations. Additional guidance and support will be provided during onboarding.

• Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.
• U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship.
• Selective Service Registration - Males born after December 31 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so.
• Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies.

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.

MINIMUM REQUIREMENTS FOR GRADE 12 LEVEL UP (GS or Equivalent) You 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-13 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes:

• Independently applying IT principles concepts methods and practices to plan analyze implement maintain troubleshoot or enhance IT systems services hardware software applications interfaces scripts or related technology environments.
• Performing computer projects operational or application-related assignments involving IT requirements and techniques including resolving technical issues; validating system application or code testing and configuration; preparing technical documentation; and applying federal cybersecurity privacy or regulatory requirements.
• Working directly with customers stakeholders users and technical teams to define business or technical requirements advising on feasible IT approaches and implementing secure reliable scalable IT solutions including application enhancements where applicable.
• Assessing system service or application performance availability reliability usability and operational effectiveness; identifying risks recurring issues or defects; and recommending or implementing corrective actions consistent with established policies and procedures.
• Analyzing multiple technical alternatives and advising management or IT specialists on the selection configuration implementation or improvement of IT solutions including application components where applicable to support mission and operational requirements.
• Designing integrating and maintaining enterprise contact center applications or software solutions including contact center applications and software solutions including contact routing workflow automation IVR conversational applications and customer interaction systems that support business and customer service requirements.
• Analyzing system and business requirements; evaluating application architectures and integration approaches; and developing implementing and optimizing secure and reliable software solutions throughout the software development process.
• Resolving application system integration and performance issues by applying systems analysis software design principles and emerging technologies to improve application functionality and operational efficiency.
• Providing technical guidance and recommendations on enterprise contact center application development software integration development standards and lifecycle management while supporting project planning implementing and modernizing efforts.
• Preparing and maintaining technical documentation operating procedures or implementation guidance and communicating technical recommendations to customers stakeholders or technical teams.

For more information on qualifications please refer to OPMs Qualifications Standards.