Senior Product Manager, Network & Cloud Infrastructure (911 Platform)

Product Manager, Network & Cloud Infrastructure (911 Platform) 

Overview 

When someone dials 911, the network has to work. As Product Manager, Network & Cloud Infrastructure, you own the infrastructure strategy that makes that possible—setting cloud and last-mile network standards, managing the vendor and partner ecosystem, and leading hands-on implementations that establish the blueprint for national scale. 

This role sits at the intersection of product, engineering, and customer delivery. You’ll negotiate with carriers, deploy alongside PSAP agencies, build the playbooks the team replicates, and define the tooling that keeps the network healthy. Technical depth, customer impact, and strategic ownership—all in one role. 

Key Responsibilities 

Cloud Architecture & Infrastructure Design 

• Define and own cloud infrastructure standards for NG911 and ESInet environments, including SIP/VoIP call routing, redundancy, and failover requirements. 

• Translate PSAP operational needs into clear infrastructure specifications engineering and vendors can execute against. 

• Keep CentralSquare’s architecture ahead of the curve on NENA i3, NG911 transition guidelines, and CISA cybersecurity frameworks. 

Vendor & Partner Management 

• Evaluate, select, and manage cloud vendors and last-mile network partners (ISPs, fiber carriers, connectivity providers); lead RFPs and contract negotiations. 

• Own SLAs, performance reviews, and escalations across the vendor portfolio—with a sharp eye on last-mile redundancy for PSAPs. 

• Build strategic relationships with ESInet providers and state 911 organizations; stay current on NG911 transition plans, funding programs, and regulatory shifts to sharpen partnership strategy and product positioning. 

Customer Communication & Engagement 

• Own the technical relationship with PSAP customers from pre-sale through go-live and beyond. 

• Lead discovery sessions to build standardized deployment playbooks; jump in ad hoc to support Sales on complex opportunities and ensure critical go-lives land well. 

• Give Sales the infrastructure credibility they need to win—scoping, risk assessment, and customer-facing presentations for enterprise accounts. 

• Produce sharp customer-facing documentation: implementation guides, FAQs, and training materials that make deployments faster and support tickets fewer. 

• Represent CentralSquare at agencies, conferences, and industry events as the go-to voice on 911 cloud and network infrastructure. 

Implementation & Deployment 

• Get your hands dirty on initial implementations—validate playbooks in the field and build the institutional knowledge that makes every subsequent deployment faster. 

• Author and maintain implementation runbooks, configuration guides, and troubleshooting docs the team can execute without you in the room. 

• Coordinate across customer IT teams, carriers, and engineering to drive clean, low-drama go-lives. 

Scaling & Operational Repeatability 

• Turn one successful deployment into a hundred—build the frameworks and standards that let the team scale without reinventing the wheel each time. 

• Define and prioritize the network validation and monitoring tooling that gives teams confidence before go-live and visibility after. 

• Track KPIs across deployment velocity, infrastructure health, and customer satisfaction—and drive improvements when they slip. 

Requirements 

Technical Skills 

• 5+ years in product management, technical program management, or network/infrastructure engineering in a SaaS or cloud-delivered product environment. 

• Hands-on experience with cloud infrastructure (AWS, Azure, or GCP) in high-availability or mission-critical contexts. 

• Solid working knowledge of VoIP, SIP, and IP networking fundamentals. 

• Track record of authoring implementation guides, runbooks, and technical standards that teams actually use. 

• Proven vendor management chops: RFPs, contract negotiation, SLA ownership. 

911 & Public Safety Domain Knowledge 

• Familiarity with NG911, ESInet, or NENA i3 standards strongly preferred. 

• Background in public safety, government technology, or regulated critical infrastructure is a plus. 

• Knowledge of CISA, NIST, or Zero Trust frameworks in an emergency communications context is a plus. 

• CCNA, AWS Solutions Architect, Azure Administrator, or equivalent certifications are a plus. 

Customer & Communication Skills 

• Credible and confident as the technical face of a platform with agency customers, executives, and partner organizations. 

• Able to make complex infrastructure topics clear to 911 directors and public safety leadership—without dumbing it down. 

• Comfortable in front of Sales, on-site at agencies, and on stage at industry events. 

• Willing to travel up to 30% for customer implementations, workshops, and conferences. 

Soft Skills & Traits 

• Brings structure to ambiguity and moves fast without cutting corners on reliability. 

• Highly autonomous—you own the workstream end-to-end and don’t wait to be told what to do next. 

• Equally at home in product strategy, technical delivery, and customer success. 

• Genuinely motivated by the mission—these systems save lives, and you feel that weight.