SENIOR PROGRAMMER ANALYST

Information Technology Services (ITS)

About the role

The Department of Social Services (DSS) is committed to fighting poverty and income inequality through essential benefits like Food Assistance and Emergency Rental Assistance. ITS supports both HRA and DHS with technology infrastructure and applications, including eligibility and recertification systems, case management systems, housing systems, and more.

Responsibilities

• Work with ITS staff to plan, implement, enhance, and change IVRS systems.
• Conduct research, develop advanced technology solutions, and provide solutions throughout the lifecycle of IVRS applications.
• Oversee, plan, manage, and coordinate complex projects from initiation to completion, including defining project scope, creating and updating project plans, scheduling deliverables, and managing resources.
• Identify and manage IT project risks, determine resource needs, obtain sign-off on project deliverables, and use experience with IVRS NICE CXOne or similar platforms.
• Provide day-to-day oversight and leadership of software development lifecycles, including design, coding, testing, implementation, and maintenance of legacy IVRS infrastructure.
• Contribute to functional design, prepare documents for the general design solution that meets system security requirements, and build and deploy applications using Web-based application tools and IVRS Telephony build-in tools; conduct User Acceptance Testing (UAT) and document test cases.
• Perform software unit integration and acceptance testing, design reports, audit trails, logs, and security mechanisms to ensure proper and safe operations using tools such as Oracle, SQL, XML, .NET.

Requirements

• Highest level of education and experience in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication, or a related field.
• Experience with IVRS NICE CXOne or similar platforms.
• Familiarity with cloud platforms (AWS, Azure).
• Experience supporting omnichannel environments.
• Knowledge of scripting (basic Studio or similar tools).

Preferred Skills

• NICE CXone certifications (Admin or related).
• Experience with CXone modules (WFM, QM, Analytics).
• Familiarity with cloud platforms (AWS, Azure).
• Experience supporting omnichannel environments.
• Knowledge of scripting (basic Studio or similar tools).

Benefits

Public Service Loan Forgiveness, New York City Residency not required, Inclusive Equal Opportunity Employer, Civil Service Title: IT PROJECT SPECIALIST, Business Title: SENIOR PROGRAMMER ANALYST, Job Level: 00, Number of Positions: 2, Work Location: 15 Metrotech, Technology, Data & Innovation.

Pay

Not specified

Schedule

9am-5pm