Service Delivery B - IT Statewide Systems Technician

About This Job

Division of Administration/Office of Technology Services has a vacancy located in the Network Communication Services Section. Req. 217693. The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. It works to increase the return on the State’s investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.

This position within OTS – Network Communications Services (NCS) provides advanced technical support in the design, implementation, and maintenance of highly complex communication systems and services, including Contact Center (ACD), VoIP, eFax, and legacy voice platforms. The role emphasizes advanced technical consultation in migrations from legacy technologies to next-generation solutions, customer satisfaction, operational efficiency, and vendor coordination. The incumbent conducts communications efficiency audits to identify cost-saving opportunities and service optimization strategies, working closely with internal teams to ensure reliable service delivery aligned with NCS and customer strategic goals.

The Division Of Administration is the State Government’s Management Arm and the Hub Of Its Financial Operations. Division Offices perform a wide variety of activities including.

• 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.

Every 30 semester hours earned from an accredited college or university will be credited as one year of experience toward 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.

IP Solution Implementation

• Leads the end-to-end design, configuration, and implementation of highly complex Contact Center and VoIP solutions, including developing sophisticated call flows, IVR scripts, advanced routing strategies, and managing associated billing.
• Collaborates with agency representatives and end-users to gather requirements and provides 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, ensuring 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…