Telecom Systems Analyst: ACD, Reports & Training

Internal Revenue Service; Kansas City (MO); On-site; USD 55,000 - 78,000; Full time

Job summary

Internal Revenue Service is seeking a qualified candidate for the GS-9/GS-11 level in Taxpayer Services Division. The role focuses on understanding and maintaining a computerized ACD telephone system, producing reports, and analyzing workflows.

Experience with Excel and data analysis is essential. The position involves training teams, presenting technical guidance, and coordinating information to support management decisions.

Qualifications

• One year of specialized experience at GS-7 level or education equivalent.
• Experience with ACD telephone systems and reporting.
• Strong communication and data-analysis skills.

Responsibilities

• Analyze problems and provide solutions for the Telephone Systems Analyst area.
• Prepare routine responses and coordinate data/information.
• Develop presentations and training, serving as a technical resource for managers and staff.

Skills

ACD system

Data analysis

Excel

Reporting

Education

Bachelor's degree or higher

Tools

ACD software

Job description

Internal Revenue Service is seeking a qualified candidate for the GS-9/GS-11 level in Taxpayer Services Division. The role focuses on understanding and maintaining a computerized ACD telephone system, producing reports, and analyzing workflows.

Experience with Excel and data analysis is essential. The position involves training teams, presenting technical guidance, and coordinating information to support management decisions.