ECH Application Specialist - US Remote

About the role

The Emergency Call Handling (ECH) Application Specialist will report to the CCSS Application Specialist Manager. The Application Specialist is ultimately accountable for the provisioning of MSI ECH application(s) to meet the need of the customer's design specifics, including participating in the solution detailed design, as well as the remote and on-site provisioning, administrative instruction, cutover support, and handoff to Support for Motorola’s on-premise and cloud-hosted ECH solutions.

Responsibilities

• Perform system provisioning for ECH applications, and instruct customers on how to complete some ongoing configuration and maintenance tasks.
• Closely collaborate with multiple teams, including sales, deployment, product, and support to plan activities, resolve problems, and ensure applications align with customer objectives.
• Communicate with customers to evaluate business processes, assess needs, and define system design requirements.
• Document all changes to the solution, including call flow or UI updates, that may occur during the implementation phase of the project.
• Ensure that provisioning/quality issues are resolved in a timely and efficient manner.
• Provide support to Customers and Channel Partners while deploying the ECH solution into a production environment.
• Serve as the subject matter expert for assigned applications to troubleshoot, diagnose, and correct technical problems and issues.
• Primarily provide detailed technical and administration instruction on the ECH application ecosystem. May also be responsible for delivering end user instruction or content development.
• Continued education to stay current with industry best practices, emerging 911 technologies, and MSI products across the ecosystem.

Requirements

• High School Diploma, Associates Degree, or Bachelor’s Degree in Communications, Computer Science, Emergency Management, IT, or Technology required.
• 3+ years of experience in the following areas: Software Provisioning or Deployment, Public Safety, Technical Training, or Instructional design, and Public Safety credentials (such as NENA, ENP, APCO RPL).
• Must be able to obtain a background clearance as required by our government customers.
• Travel Requirements: 50-75%

Qualifications

• Self-motivated in both team and solo environments.
• Adept at building strong relationships internally and externally.
• Commitment to accuracy and high standards.
• Thirst for knowledge is essential.

Skills

• Public Safety Dispatch/Calltaking experience.
• Knowledge of 911/public safety, including basic telecommunications and/or networking.
• Basic knowledge of networking, PCs, and Operating Systems.
• Working knowledge of Google Workspace.
• Clear verbal and written communication skills.
• Experience with installation, administration, and troubleshooting.

Benefits

• Incentive Bonus Plans.
• Medical, Dental, Vision benefits.
• 401K with Company Match.
• Generous Paid Time Off Packages.
• Employee Stock Purchase Plan.
• Paid Parental & Family Leave.