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Brooklyn, New York Kforce Technology

RESPONSIBILITIES:

Kforce has a client in search of a NG911 Business Process SME in Brooklyn, NY. Scope of Services:
  • Provide expert advice to the NG9-1-1 team in all aspect of NG9-1- including and especially Call Handling Systems and operations
  • Provide thought leadership to the NYPD and FDNY on the use of new technology to support operational changes and provide encouragement and counsel to the Agencies to maximize the use of the NG9-1-1 system while still respecting the Agencies responsibility for all operations
  • Assist in the development of use cases and call flows for all types of NG9-1-1 calls
  • Assist in the development of functional requirements to be included in the NG9-1-1 Call Handling RFP
  • Assist in the creation of a project schedule to ensure the Call handling RFP is delivered to the Agency Chief Contracting Officer (ACCO) on schedule
  • Assist in the development of the NG9-1- Call Handling RFP
  • Support the NG9-1- Call Handling RFP vendor selection in their evaluation of vendor responses
  • Support the NG9-1-1 Call Handling RFP contract negotiation teams during the development and finalization of vendor contracts
  • Prepare and submit status reports and other artifacts as requested
  • Prepare and submit written assessments of vendor proposals as requested by the RFP Vendor selection committee
  • Prepare and submit written recommendations for contract terms, milestone payments, and acceptance test plans as requested by the client's contract negotiation team
Schedule:
  • Normal business hours Monday through Friday, 35 hour/week (not including mandatory unpaid meal break); If more than 35 hours/week, consultant must request OT in agency's timekeeping system and the PM must approve hours worked above the weekly max


Job Requirements:

REQUIREMENTS:

  • Minimum 12 years of experience in a particular technical and/or business application, product, platform, methodology
  • Strong written and verbal communication skills and ability to interface with executive management, give senior level presentations
Desirable Skills:
  • In-depth knowledge of contact center-based telephony such as call routing design, call aggregation, call assignment (911 Call Center PSAP expert a plus)
  • In-depth knowledge of contact center workforce management, skills-based routing, agent-based routing, silent supervisor attendance, contact center reporting (911 Call Center PSAP call handling system experience is a plus)
  • Contact Center software product integration with 3rd party products for service delivery, dispatch, and work order via API (911 call handling systems integration to CAD systems is a plus)
  • Ability to define an Enterprise Architecture for a very large contact enter including all interfaces, APIs, telephony infrastructure, and call handling system application architecture for up to 1000 active simultaneous agents, and a total of 2000 agents operating in multiple locations. (NG911 experience, knowledge of NENA/APCO standards is a plus)
  • Ability to create ICDs, implementation plans, use cases, test cases and test procedures
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.