As a member of the Emergency Services team, the Emergency Services Migration Manager supports the planning, implementation, and delivery of Inteliquent 9-1-1 Services for its customers. The ideal candidate understands the complexity and critical nature of 9-1-1 call and data delivery and can work with internal teams and originating service providers through call testing, troubleshooting implementation, and ongoing support of various 9-1-1 solutions for our customers. He/she should be self-motivated, focused, and technically astute; with keen insight into human behavior and motivational forces. We are looking for someone who can interface equally effectively with carriers, public safety authorities, highly technical, and non-technical personnel. This job involves implementation and delivery of solutions that modernize emergency communications and save lives.
Essential Functions:
- Support the successful implementation and delivery of 9-1-1 services for Inteliquent in collaboration with and under the guidance of the Inteliquent 9-1-1 Program Manager responsible for the customer account.
- Conduct outreach and follow-up with Originating Service Providers (OSPs), facilitate planning meetings, and collaborate with internal teams in support of NG9-1-1 Aggregation rollouts.
- Support NG9-1-1 Aggregation and Emergency Services Gateway solution migrations, through scheduling and facilitation of pre-migration and migration testing with customers. Lead or assist in trouble-shooting problems encountered during testing.
- Support VPC customer onboarding and troubleshooting
- Track customer-specific program metrics and analyze delivery performance and key business performance indicators. Prepare and present status to stakeholders, and Inteliquent leadership as required
- Collaborate with other departments to integrate with existing business systems and processes. Identify, design, develop/improve, and execute processes, goals, and solutions to ensure implementation excellence and optimal customer experience.
- This position will have rotational on-call support responsibility for customer communication in the case of critical 9-1-1 solution incidents.
Requirements
Position Requirements:
- Bachelor’s degree, or the equivalent
- 2+ years’ 9-1-1 call routing preparation, implementation, and call flow troubleshooting experience
- 2+ years’ experience in 9-1-1 routing solutions and services (wireline, VoIP, Wireless, and/or NG911)
- Proven track record of simultaneously managing multiple responsibilities while meeting project deadlines
- Strong workflow familiarity, experience managing projects
- Strong written, verbal, and customer management skills
- Ability to clearly communicate issues, impacts, and corrective actions on programs to internal and external representatives
- Ability to understand and communicate both technical and business information
Preferred Qualifications:
- 2-4 years’ experience within telecommunications field with working knowledge of telecom networks and telecom network order processes (e.g. ASRs, circuit/trunk provisioning) preferred
- Knowledge of network trunking architecture
- Working knowledge of DS1, DS3, Ethernet level facility transport services
- Technical understanding of Next Generation 9-1-1 solutions and operations
- Technical understanding of VoIP and Wireless 9-1-1 solutions and operations
Benefits
- STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
- CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
- SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
- TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
- PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
- WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
- MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
The annual starting salary for this position is $90,000 - $125,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until 11/15/24 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.
We have a friendly and relaxed culture & support a return to office hybrid work environment. We offer great benefits, including paid parental leave for new parents, paid time away from work for volunteer activities, and generous PTO.
EEO/Vets
