Systems Administrator

Computer World Services (CWS)Corporation
Falls Church, VA
Sep 23, 2020
Oct 02, 2020
Full Time
Job Description Computer World Services is seeking a Systems Administrator to support the United States Patent and Trademark Office (USPTO) requiring programming and analysis support services to maintain and support the current version of Enterprise Contact Center (ECC) products now in production, and any new versions that are deployed during the life of this contract. The Enterprise Contact Center (ECC) system currently utilizes Genesys PureConnect 2018R5 contact center technology to provide customer service for USPTO. The ECC system provides the USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services. System functionality includes the following: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Teletype/Telecommunications Devices for Deaf (TTY/TDD) services, unified messaging (e-mail and voice, including voice mail and recording) and integration with the USPTO Customer Contact Management System (UCCMS) (Siebel CRM tool) and USPTO's Service Desk Tool (Remedy help Desk tool). The successful ECC Systems Administrator candidate will be able to: Provide support for installing, configuring, and maintaining operating system workstations and servers, including web servers, in support of business processing requirements. Performs software installations and upgrades to operating systems and layered software packages. Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures. Monitor and tune the system to achieve optimum performance levels. Ensure workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions. Ensures data/media recoverability by implementing a schedule of system backups and database archive operations. Supports media management through internal methods and procedures or through offsite storage and retrieval services. Develop and promotes standard operating procedures. Conducts routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines. Develop and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation. Create technical documentation, runbooks, operational support plans, deployment plans, smoketests. Display excellent oral and written communication skills with capability to fluently communicate effectively and clearly in the written and spoken English language. Troubleshoot and review technical issues and report on them. Report to the Program Manager. Key Tasks and Responsibilities Support the ECC life cycle activities include system design and analysis, programming, testing, integration, customer training, implementation, operations, system/software maintenance, project-specific system engineering, information/software engineering, product assurance, and other related services and products Support developer infrastructure tools including Oracle, Microsoft Visual Studio.Net products, Adobe Acrobat, Microsoft Word and other Microsoft office products, Windows 7 and Windows XP. Support any version of Genesys PureConnectrunning on USPTO provided servers. Follow USPTO System Development Life Cycle (SDLC) process. Use the OCIO production Problem/Change Management system to track all problems and changes. Work shall be documented in problem and change records. Evaluate planned changes provided by USPTO, schedule and manage implementation and testing of changes approved by USPTO, and document all production and non-production ECC system related changes. Provide Change Request Management (CRQ) build support. Load and retrieve items from the Change Request Management (CRQ)System Provide support for Configuration Management by performing duties such as: Management of the ECC system (hardware, software, and documentation) configuration and all configuration items under control; Develop configuration management plans and control reports; Identify configuration items; Monitor and report Configuration Changes and Discrepancy Reports; Provide Configuration Status Accounting Reports; Use configuration management automated tools; Participate in functional, physical, and other configuration audits Install and test system patches and any type of software installation prior to implementation in USPTO's production environment in accordance with policies and procedures as set by the USPTO. Adhere to OCIO SDLC process for any changes, modifications, alterations, or enhancements to USPTO's ECC system and provide detailed change records for approved changes by USPTO. Abide by all Service Level Agreements (SLA), Standard Operating Procedures (SOP), and comply with USPTO asset control policies and procedures established by USPTO. Analyze assigned tasks and provide estimated time frames to complete Perform Contact Center system/software engineering, metrics reporting, and architectural and security-related analyses Remediate findings identified by the annual Certification and Accreditation of the ECC system or other system having ECC within its boundary by the OCIO Security Office, following established USPTO policies and procedures. Provide technical support to accommodate Section 508 compliance, including assessment support and remediation, as required and as applicable. Analyze the current production systems/subsystems for the purpose of determining the accuracy of output or original design specifications. Assist computer and network operations staff in the implementation of new/upgrade OCIO infrastructure systems that interface with ECC. Analyze the current production systems/subsystems for the purpose of determining the accuracy of output or original design specifications. Provide support of existing ECC interfaces with other Automated Information Systems (AIS) at USPTO. Code new programs or modify existing programs to resolve reported problems or changes in the system environment. Perform routine ECC system patches and revisions. Provide maintenance support necessary for items listed in section 3 to meet the ECC service level agreements (SLA). Perform ECC preventive maintenance and repairs needed to ensure the performance of software, hardware, and other resources that the contractor delivers. Provide analytical support to the USPTO Contact Center staff for their ECC operations. This support involves, the following and related items: - analyzing interaction reports, troubleshooting call-related problems, running reports, and audit/interaction tracking. Perform or support USPTO's performance of: responding to USPTO test and evaluation results, quality assurance, configuration management, responding to Independent Verification & Validation (IV & V) results, and library maintenance. Certify that the ECC and its infrastructure can process information with security and integrity Conduct quarterly assessments of the ECC and its infrastructure to ensure the functional requirements are satisfied; and recommending when the ECC and its infrastructure needs to be upgraded, replaced, or retired. Repair minor defects that occur due the upgrade to the newer version or minor configurations as requested by the end users. The contractor shall provide remote support and management of the ECC system. This contractor shall remotely access ECC components for diagnostic and problem resolution purposes. Immediately notify the USPTO's COR and task order manager of all problems that potentially impact the contract and deliverable(s) Develop, document, and utilize appropriate system management processes and procedures for the USPTO's Unified Communications System. These processes shall include escalation procedures and interfaces with other third-party services and service providers. Update services-related documentation such as: installed equipment list, Dynamic Operational Support Plan (DOSP), drawings, and the list of end-user connections that use the ECC system. Maintain the most current production copies of both code and documentation in the appropriate OCIO Configuration Management systems. Maintain a current set of architecture design documents Provide weekly and monthly status updates on all aspects of performance, including schedule, weekly accomplishments, issues, risks, and plans for resolution. (Deliverable) Provide ad hoc reports as requested by the TOM/COR/CO such as: Capacity planning and performance evaluation, assessment of risks, recommend risk mitigation activities, and track progress and report on risk reduction Education & Experience Requires a BS/BA degree (or equivalent) Requires 8+ years of related IT experience Required extensive and demonstrated experience with the Genesys platform (preferred 3+ year's experience), with recent experience on Genesys Pure Connect 2018 R5 and 2020 Experience successfully installing, configuring, and troubleshooting the Genesys Customer Interaction Center (CIC) on an Intel-based platform. Hands-on experience installing and configuring Intel, and GammaFAX telephony hardware and software on a server. Experience installing, troubleshooting, and configuring the CIC and IC software. Knowledge of and configuration experience with CIC platform aspects of Windows 2000 and email servers. Proven ability to perform day-to-day administrative tasks with CIC platform and with configuring CIC data using the Interaction Administrator tool - including, but not limited to: Listing the requirements for the CIC and associated servers, Preparing the server for installation, Listing the functions of key telephony cards; discuss issues surrounding telephony software and versions. Installing and patching Intel, and GammaFax cards and software. Installing CIC; Configuring the server for dial tone; Identifying different communications solutions (SIP, TAPI, and Intel) and deployment models; Using and customizing the IC. Experience using the Interaction Administrator, configure data required for real-world implementation. This data includes (but is not limited to): Lines and Line Groups; Users: ACD Workgroups; Stations; Security; Dial Plans; and Skills. Experience describing and configuring ACD processing. Identifying the elements of the Interaction Attendant. Experience Creating Schedules and Menus in Interaction Attendant. Expertise with ECC technology including: Interactive Intelligence's Customer Interaction Center (CIC) platform, Interactive Intelligence's CIC handlers Interactive Intelligence's e-FAQ, Upgrading the CIC platform (major version upgrade), CIC Interactive Voice Response applications (text-to-speech, voice messaging, database access), Standard CIC reports and custom CIC reports (using Crystal reports) Expertise with ECC interfaces including Microsoft Outlook 365 and Exchange 2016 servers, Microsoft IIS webserver (for Interactive Marquee and E-FAQ), Siebel version is (IP2013), Cisco VoIP Understanding of Contact Center Technologies including: Multi-site Contact Center infrastructure, Contact Center Queuing / Routing, Single Queue / Multi-channel communications, Telecommunications voice services (800 services, DID, ANI, Centrex, network routing, etc.) and standards (SS7, T1, PRI, etc.) Understanding of General IT Technology including: Application servers, COTS integration from selection through deployment, Federal Enterprise Architecture (FEA), Highly available systems, Portals especially WebSphere Portal Server, Rational unified process (RUP), Service-Oriented Architecture / Web Services Operating Systems: Windows Enterprise Server - 2012 R2, 2016, 2019 Languages: CIC Handler, Visual Basic,, PL/SQL, HTML/XML, JavaScript Relational Databases: MS SQL Server 2008, Oracle 12c Understanding of Business Applications, Tools, and skills with: Application system performance monitoring and measurement, Configuration Management, Customer Service / Contact Center Management, Customer Relationship Management (CRM), Life Cycle Management (LCM), Business Processes and Workflow Understand of regulations and impacts on systems including: Certification and Accreditation, Electronics Records Management (ERM), Federal Information Security Act of 2002 (FISMA), Section 508 of the Disabilities Act, Sections 501 and 504 of the Rehabilitation Act Software Expertise: IBM Rational ClearCase, IBM Rational ClearQuest, IBM Rational Analyst Studio 2003, Mercury Interactive TestDirector, WinRunner, LoadRunner Siebel Automation Object for Interactive Intelligence and development and modification of Siebel Repository Files (RSF)s VMWare Windows 10 Client OS Microsoft Office 2016, Office 365 Experience with Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Teletype/Telecommunications Devices for Deaf (TTY/TDD) services, Unified messaging (fax, voice and e-mail) Certifications Genesys Certified Professional (GCP) Security Clearance Candidate must be a US Citizen Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) Work will be performed primarily at Corporate offices in Northern Virginia Some local travel to various sites in the Washington, DC metropolitan area for meetings and briefings will be required EOE AA M/F/Vet/Disability EEO is the Law:

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