• Overseeing the state’s capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Four years of experience in information technology; OR

Six years of full-time work experience in any field plus two years of experience in information technology; OR

An associate's degree in information technology plus two years of experience in information technology; OR

A bachelor’s degree plus two years of experience in information technology; OR

A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus one year of experience in information technology; OR

A master’s degree plus one year of experience in information technology.

EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties:

IP Solution Implementation
•Leads the end-to-end design, configuration, and implementation of highly complex Contact Center and VoIP solutions; this includes developing sophisticated call flows, IVR scripts, advanced routing strategies, and managing associated billing.
•Collaborates with agency representatives and end-users to gather requirements and provide advanced technical consultation.
•Manages IP PBX and SIP trunking implementations from initial concept through successful fulfillment, including all project-related billing.
•Develops and maintains voice messaging scripting, recording or automation for Contact Centers, Messaging Applications, VoIP and eFax system management and deployment.
•Maintains detailed documentation for voice service orders and system implementations, ensures configurations align with business needs and OTS technology standards.
•May evaluate and recommend new communications technologies and features to enhance statewide capabilities

Legacy Service Migration and Support
•Supports highly complex eFax services migrations, including configuration, security, and trouble resolution.
•Develops and executes detailed migration plans from legacy platforms to modern IP-based solutions, minimizing service disruption.
•Advises agencies on migration strategies from legacy communcations systems to IP-based services, ensuring continuity, configuration dependancies and minimal service disruption.
•Provides specialized support for network components directly impacting service quality and reliability.

Technical Support and Mentorship
•Provides advanced trouble escalation and root cause analysis support for critical Contact Center (ACD), VoIP, and voicemail system incidents.
•Mentors and trains lower level staff and other OTS teams regarding legacy and IP-based service troubleshooting and Inventory Management Software support.
•Contributes to the development and refinement of standard operating procedures (SOPs) and best practices for VoIP, eFax, and contact center solutions.
•May lead technical discussions and knowledge transfer sessions within the team.

Documentation & System Optimization
•Creates and maintains high-level technical documentation, including system architecture diagrams, detailed design specifications, and complex troubleshooting guides.
•Ensures accurate tracking of installations and assists with onboarding of new users
•Conducts regular audits of voice and data communication systems for performance, security, and compliance.
•Recommends and implements system optimizations to improve efficiency, reliability, scalability and cost savings initiatives.

Communications Efficiency Audits & Legacy Service Optimization
•Participates in statewide communcations service audits to identify underutilized or obsolete services.
•Recommends service consolidations, upgrades, or terminations to improve cost-efficiency and technical performance.
•Works with agencies to execute recommended changes, including decommissioning of legacy services.

Emergency and Disaster Response Support
•May participate in remote voice and network support during declared emergencies and disasters.
•May provide operational support for agency Emergency Support Functions (ESFs) to ensure continuity.
•May coordinate disaster recovery activities with other teams and stakeholders.

Research and Professional Development
•Conducts independent research on emerging telecommunications and network technologies.
•Participates in vendor briefings, training, and workshops to maintain up-to-date expertise.
•Evaluates and recommends technologies applicable to statewide multi-service network environments.

Other Duties as Assigned
•Performs special projects, reporting, studies, and other responsibilities as directed by leadership.

Position-Specific Details:

Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.

How To Apply:

No Civil Service test score is required in order to be considered for this vacancy.

To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.

*Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete. You must describe your actual Job Duties, as you will not be qualified based on Job Title alone. Job Duties cannot be added at a later time; work experience left off your electronic application is not eligible to receive credit.

Prior to a new hire, a background check, including criminal record history, will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.

For further information about this posting, please contact:
Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
Email: Erica.Gay@la.gov