Six years of experience with Verizon/NiceIncontact is required as this project will need solid experience working in the Verizon VCC environment. Chat configuration and experience with REST webservices and payloads also preferred. Experience with reporting and database records is also preferred.

The following degrees may substitute for the general experience as indicated:
• Associate's degree and five years of experience
• Associate's degree including 15 semester credit hours in computer science and four years of experience
• Bachelor's degree and four years of experience
• Bachelor's degree including 15 semester credit hours in computer science and three years of experience
• Master's degree in computer science or related field substitutes for an additional year of experience
• Doctorate in computer science or related field substitutes for an additional 2 years of experience

Duties Description Under the direction of a Manager of Information Technology Specialist, G27, the Project Assistant, SG-NS, will manage a team of programmers handling new and advanced omnichannel offerings across many state agencies on the various NY state contact center systems.

Specific duties include but are not limited to:
- Manage one or more ITS teams and foster a positive and work/team environment.
- Continue to learn about, decide on, and implement new technologies while training a team to be able to support these technologies.
- Maintain in depth knowledge of current offerings and services.
- Determine customers technology architecture and environment needs.
- Lead development efforts in multiple Verizon VCC environments.
- Provide training to other staff members to advance the entire teams skill level.
- Assist with troubleshooting when emergency issues arise, including after hours or weekend emergency issues.
- Organize and participate in meetings with internal team staff, vendors, agency customer staff, and vendors.
- Perform the full range of supervisory responsibilities.

Additional Comments Salary: To be determined, commensurate with experience.

Background check and fingerprinting are required.

Benefits of Working for NYS
Generous benefits package, worth 65% of salary, including:
• Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to thirteen (13) days of paid vacation leave annually
• Up to five (5) days of paid personal leave annually
• Up to thirteen (13) days of paid sick leave annually
• Up to three (3) days of professional leave annually to participate in professional development

Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits
• New York State Employees' Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• Up to 50% telecommuting
• And many more.

New York State is an equal opportunity employer.

Some positions may require additional credentials or a background check to verify your identity.

Name Chelsea Cottrell

Telephone 518-473-0398

Fax 518-402-4924

Email Address PostingResponses@its.ny.gov

Address

Street NYS Information Technology Services

Swan Street, Core 4, Floor 1

City Albany

State NY

Zip Code 12242

Notes on Applying Please submit a clear, concise cover letter and resume indicating that you are applying for Project Assistant, Ref. #6347 describing how you meet the minimum qualifications no later than July 12, 2024.