IT Specialist (Network Services)

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. The work of this position includes implementing and managing the Contact Center Environment to meet current and future business requirements of the IRS and its customers. Specific assignments include many of the following: Technical Advisor. Serves as an expert advisor to management on all technical issues relating to the Contact Center Environment. This includes researching complex issues that impact the CCE in order to offer potential solutions for management to consider. The incumbent develops technical standards and procedures for ACD development, implementation, and management; establishes performance management metrics; and evaluates overall ACD performance against relevant standards. The mission requir