ECH Application Specialist - US Remote

Motorola Solutions

2d•Remote

About The Position

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 include: Perform system provisioning for ECH applications, and instruct customers on how to complete some ongoing configuration and maintenance tasks. The successful candidate will 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. Documents all changes to the solution, including call flow or UI updates, that may occur during the implementation phase of the project. Ensures that provisioning/quality issues are resolved in a timely and efficient manner. Provides support to Customer 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. The person filling this role will 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. This position requires someone who is independent, demonstrates strong technical and instructional skills, is detail-oriented, is adept at multitasking, and willing to travel to customer locations. This position will work both independently and in team environments. The position requires someone who can prioritize the work to ensure accurate and timely execution of deliverables. A thirst for knowledge is essential.

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 Software Provisioning or Deployment, Public Safety, Technical Training, or Instructional design.
3+ years of experience with Public Safety credentials (such as NENA, ENP, APCO RPL).
Must be able to obtain a background clearance as required by our government customers.

Nice To Haves

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
Self motivated in both team and solo environments
Clear verbal and written communication skills
Committed to accuracy and high standards
Adept at building strong relationships internally and externally
Ability to scope effort and coordinate work to meet internal, external, and project timelines
Customer Service focused
Experience with installation, administration, and troubleshooting
Previous experience in Public Safety Applications deployment and integration, and/or operations and administration preferred.
Exercises judgment in the selection of methods and techniques for obtaining solutions.
Ability to apply critical thinking skills to solve problems and make decisions.

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 Customer 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.
Provide detailed technical and administration instruction on the ECH application ecosystem.
May 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.