WHAT IS IT-TAXPAYER SERVICES/ONLINE ACCOUNTS?

A description of the business units can be found at:

• Position(s) are to be filled in following area(s):
  • IT - Taxpayer Services and Online Accounts

REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILSQualifications:

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 completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens"
• TIME IN GRADE (TIG): Federal employees must meet time-in-grade requirements. For positions above the GS-05,applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03, or 04 positions.

• MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have:
  • Graduated from high school or been awarded a certificate equivalent to graduating from high school; or
  • Completed a formal vocational training program; or
  • Received a statement from school authorities agreeing with your preference for employment rather than continuing your education.

For more information on qualifications please refer to OPM's Qualifications Standards.

Education:A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.

We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).Employment Type: OTHER