Information Technology Specialist (Senior Contact Center Developer )

WHAT IS INFORMATION TECHNOLOGY? 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 the following area(s): IT - Taxpayer Services and Online Accounts - IT Specialist - Senior Contact Center Developer Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. 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 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
• 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
• 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
• 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 OPM's Qualifications Standards.