Telephony Developer/Architect
Must be a US Citizen or Green Card Holder.
Unable to support H-1 visas at this time.
DESCRIPTION OF PROJECT TASKS / DUTIES:
Task Description:
OVERVIEW / BACKGROUND
The Customer Communications Branch (CCB) Office delivers interactive voice processing systems and web based application capabilities that require maintenance and enhancement through FY08 and beyond for routine/on-going operations, as well as, for conversion/transition to a single Call Center Environment in a modernized setting.
Maintaining, enhancing, and implementing custom voice and Web based applications nationwide, among multiple Customer Service Sites and District Offices and Computing Centers is the primary responsibility of the CCB Office. The maintenance and enhancement of these applications and subsystems involve numerous system interfaces and multiple project offices, which exponentially increases the complexity of maintaining and implementing the Integrated Customer Communications Environment (ICCE) in the service’s Call Center Environment (CCE).
The CCB Office maintains interactive voice processing applications on three voice response subsystems, Aspect Customer Self Service, Intervoice TRM & VXML Telephone System, that allows taxpayers to place calls to the service’s Toll-Free telephone services and, through a series of prompts, using either Touch-Tone or voice responses, to resolve basic to complex account inquiries without human intervention. All of the interactive applications (IA), (e.g., Refund Inquiry, Location, Voice Balance Due, etc.) are integrated which allows callers to invoke and navigate from one IA to another, so that a full range of services can be accomplished in one call. All applications are designed to interact with the Customer Communications Interactive Processors (CCIP), a taxpayer account data processing system, to obtain legacy taxpayer account information.
One of the IRS Customer Service business vision goals is to shift an increasing percentage of the IRS’ telephone assistance work (approximately 55 million telephone calls) from Customer Service Representatives (CSR) to automated telephone applications.
Our web applications reside on Security and Technology Infrastructure Release (STIR) platforms (subsystem) at Martinsburg Computing Center (MCC) and vendor-operated Web Hosting Sites in support of the IRS modernization. The web applications are also designed to interact with the CCIP account data processing system to obtain legacy taxpayer account information.
One web-based application enables the IRS to provide 1040 class filers, who are expecting a refund, with the capability to check the status of their refund on the Internet. This feature provides taxpayers with an alternative to telephone service. The web-based applications operate 24X7 and have the potential of reducing the transfer of routine refund telephone calls to Customer Service Representatives (CSRs); thereby enabling them to handle other taxpayer inquires. Other ICCE Web applications that will require O&M support include Online Payment Agreement (OPA), Modernized Internet Employer Identification Number (ModIEIN), Individual Taxpayer Identification Number (ITIN), Individual Customer Account Services (ICAS), and Economic Stimulus Package (ESP). ICAS R 1.0 is scheduled to exit MS 5 in April 2009. New capabilities identified in the scope of this TO include ICAS R 2.0 (beginning at MS 2) and Authentication Retention R 1.0.
