IT Specialist (Network Services)

About the role

WHAT IS IT-TAXPAYER SERVICES/ONLINE ACCOUNTS? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): IT - Taxpayer Services and Online Accounts REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS 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 and UP (GS or Equivalent) Applicants 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-14 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Leading or coordinating IT projects, application-related efforts, operational initiatives, or system-related activities that affect multiple users, teams, programs, or business processes. Applying advanced IT principles, concepts, methods, and practices to evaluate requirements; resolve technical issues; guide system, application, or code testing and configuration decisions; and ensure technical documentation and federal cybersecurity, privacy, or regulatory requirements are addressed. Engaging customers, stakeholders, users, product or business owners, and technical teams to define business or technical requirements, communicate technical impacts, and guide delivery of secure, reliable, scalable IT solutions. Evaluating system, service, or application performance, availability, reliability, security controls, usability, and operational effectiveness; identifying risks, issues, defects, or gaps; and leading corrective actions or improvement efforts. Analyzing competing technical approaches and providing authoritative recommendations to management, stakeholders, or IT specialists on the selection, design, configuration, implementation, or improvement of IT solutions with organizational impact. Designing, developing, implementing, and maintaining Cisco Intelligent Contact Management (ICM) and Unified Contact Center Enterprise (UCCE) routing scripts supporting enterprise customer service operations. Developing, testing, troubleshooting, and enhancing Cisco Customer Voice Portal (CVP) Studio applications, voice self-service solutions, call flows, and customer interaction workflows. Configuring and supporting intelligent call routing, queue management, skills-based routing, precision routing, overflow strategies, and customer interaction workflows within a large-scale contact center environment. Developing, analyzing, and supporting Cisco ICM/UCCE reporting solutions, including operational, performance, and management reporting used to monitor service delivery and business outcomes. Collaborating with business stakeholders, operations teams, engineers, and technical staff to gather requirements and implement routing, reporting, and self-service solutions that improve customer experience and operational efficiency. Analyzing contact center data and performance metrics to identify trends, operational issues, routing inefficiencies, and opportunities for service improvements. Experience with contact center operations and key performance indicators (KPIs), including service level, average speed of answer, abandonment rate, average handle time, first contact resolution, agent occupancy, schedule adherence, and customer experience measures; Troubleshooting and resolving call routing, reporting, integration, IVR, and application performance issues across Cisco contact center platforms and supporting technologies; Supporting system upgrades, change management activities, testing efforts, and production deployments within enterprise Cisco contact center environments; Providing technical leadership, guidance, and support related to Cisco ICM/UCCE scripting, CVP Studio development, routing strategy design, reporting, and operational analytics. AND You must also meet the following requirement(s): PERFORMANCE RATING: Current federal employees must have at least a fully successful or equivalent performance rating to receive consideration. TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have compl

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