911 Technical Analyst

As a member of the Emergency Services team, the 9-1-1 Technical Analyst supports and maintains Sinch’s 9-1-1 solutions. The ideal candidate understands the complexity and critical nature of 9-1-1 calls, data delivery and provisioning. They should be comfortable using a variety of systems to manage daily operational needs and to be a primary resource for identifying and resolving issues. We are looking for someone who can interface equally and effectively with carriers, public safety authorities, highly technical, and non-technical personnel. This position requires someone who is driven, self-motivated, focused, and adaptable.

ESSENTIAL FUNCTIONS:

• Provide technical expertise on the operation of Sinch’s internal 9-1-1 systems including validation and provisioning processes
• Manage all data for a 9-1-1 system, including PSAPs, pANIs, shapefiles, and MSAG
• Troubleshoot 9-1-1 call routing and data delivery issues. Work with internal teams and external parties to identify root cause and resolution.
• Review utilization reports to identify issues
• Investigate errors using online systems and log files and work with existing teams to resolve
• Document processes and identify areas of improvement
• This position will have rotational on-call support responsibility in the case of critical 9-1-1 incidents

POSITION REQUIRMENTS:

• 3+ years’ experience in 9-1-1 VoIP, Wireless, and/or call routing solutions and services strongly preferred
• Diligent attention to detail, strong organizational skills, and ability to quickly move between topics/situations in a fast-paced environment
• Skilled in communicating issues, impacts, and corrective actions to internal and external representatives
• Ability to digest and communicate both technical and business information in verbal and written form
• Bachelor's Degree or equivalent work experience

PREFERRED QUALIFICATIONS:

• Technical understanding of VoIP and Wireless 9-1-1 solutions and operations
• Technical understanding of Next Generation 9-1-1 solutions and operations
• PIDF-LO and Telematics 9-1-1 solutions
• 9-1-1 incident management
• Agile scrum project development
• Solid technical writing ability

• 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 counseling 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’re the most productive and successful. It’s 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 salary range for this position is $75,000.00 - $95,000.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!

This role will be accepting applications until January 6th, 2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.