Specialized experience for this position must include: Applying expertise in IRS functions, programs, policies, regulations, procedures, and operations to conduct reviews, and provide guidance on complex program and policy issues; Applying analytical, evaluative, and management planning principles to assess program effectiveness and develop, design, and implement improvements to policies, procedures, and operations within compliance or accounts management programs; Applying oral and written communication skills to present plans and proposals, disseminate policy information, and present findings and conclusions to individuals and groups, including senior managers and field employees; Applying knowledge of call routing and messaging while serving as a liaison between stakeholders to support telephone system projects and initiatives that support business needs; Using Contact Recording (CR) to troubleshoot issues and coordinate site support, identify/download calls and update/maintain the CR database; Using IRS telephone platforms Unified Call Center Enterprise (UCCE), Finesse/TP360, Aceyus, Enterprise Telephone Data (ETD), and Real Time Adherence (RTA). You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment.