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.
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
- 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.
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What We Do
Sinch brings businesses and people closer with tools enabling personal engagement. Our leading cloud communications platform lets businesses reach every mobile phone on the planet, in seconds or less, through mobile messaging, voice, and video. Our global headquarters are in Stockholm, Sweden, and we have a local presence in more than 30 countries - probably somewhere near you!