Information EngineerWe are seeking energetic individuals to join our growing team. We are currently working remotely due to the COVID?19 pandemic. Our team members enjoy benefits such as paid holidays and paid time off, health insurance, life insurance, disability insurance, 401K, quarterlybonuses, and more!Our team supports programs at the Department of Homeland Security.Job Type: Full?time, 40 hours per weekHours: Monday through Friday, regular business hoursSalary Range: $70,000?$72,000Benefits: Paid holidays, Paid time off, Health Insurance (medical, dental, vision), Life insurance, Long/short?term disability insurance, 401K, Quarterly performance bonuses, Referral bonusWork location: Currently remote, Permanent location ? Tysons Corner, VAThe Information Engineer must apply enterprise?wide multi?tier/level Call Center principles for the planning, analysis, and design. Apply business process improvement practices to reengineer methodologies/principles and business process modernization projects. Apply, as appropriate, activity and data modeling, transaction flow analysis, internal control and risk analysis and modern business methods and performance measurement techniques. Assist in establishing standards for information systems procedures.Requirements:Must be a US citizenMust be able to obtain a public trust security clearanceEducation Requirements:Bachelor's degree preferredHDI Certification is preferred but not requiredSpecialized experience supporting a multi?tier/level Call CenterExperience Requirements:A minimum of five (5) years' experience performing ad hoc analysis and standard reporting requests with data gathered from different sources and/or like complexity.Specialized experience also includes:? Enacting actionable recommendations? Coordinating with internal stakeholders and vendors to set up, test and document required components of Desktop Screen? Pop/Soft?Phone applications, workforce management, and real?time and historical reporting systems? Serving as a liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades, and execute integration testing? Preparing, consolidating, and analyzing daily, weekly, monthly, and quarterly reports? Scheduling and attending weekly meetings with various levels of management? Recommending process, procedure, and call?flow changes to increase routing accuracy and customer satisfaction? Meeting KPIs, SLAs, and metrics? Maintaining and upgrading support tools and telecom/Call Center reports? SQL Server (eg, maintenance, queries, analytics)Additional Competencies:? Ability to manage a technical operations group in a large, complex application environment? Ability to demonstrate knowledge and understanding of Call Center Operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and businessintelligence software? Ability to demonstrate knowledge of current principles, practices, and techniques of oral and written communications? Ability to demonstrate working knowledge of call center concepts and telecommunications technology? Ability to educate and inform senior management and Federal staff on various alternatives? Ability to manage multiple deliverables under extreme time constraints? Ability to demonstrate proficiency with the following applications: Microsoft Office Suite, SharePoint, Microsoft Dynamic, Project and Content Management Systems? Ability to create pivot tables using Microsoft Excel? Ability to adapt to changing environments and to apply creative solutions to various challenges? Ability to demonstrate analytical skills? Ability to work independently on various projects and task? Ability to plan, organize, and structure work? Ability to ensure that various appropriate infrastructure elements, including documents, outage/incident tracker, equipment tracker, periodicals, manuals, etc. are kept up to date andavailable