Position Summary

We are seeking a highly skilled and motivated 911 Senior Engineer Specialist to join the NYC Public Sector 911 / Public Safety Service Management team. This role serves as the NYC E911/NG911 Public Safety customer advocate, providing technical support and monitoring, analyzing, and resolving all customer issues.

The specialist coordinates planned work with authorized Public Safety personnel, interfaces with internal and external organizations to ensure service quality, and participates in customer escalations as required to ensure timely resolution. The position supports 24x7 NYC 911 PSAP operations.

Key Responsibilities

• Support TDM and SIP-based networks used in 911 services.

• Support network evolution projects and processes to ensure 911 call delivery.

• Document and track all service issues, internally and externally, on a daily basis.

• Review disaster plans and network reliability with the assigned Public Safety customer.

• Provide regular updates to the assigned Public Safety customer.

• Attest to customer 911 circuits annually.

• Attend customer service meetings when applicable.

Work Environment and Schedule

• Hybrid role supporting NYC, with one day per week in the office.

• Standard schedule of 40 hours per week during normal business hours (8:00 AM–5:00 PM).

• Must be able to work a rotating after-hours / on-call schedule in addition to day work.

• Must be willing to work a flexible schedule, including holidays, weekends, and after-hours as needed.

• Must be able to handle quick feedback in a high-energy, fast-paced environment similar to a NOC.

Required Qualifications

• Associate's degree

• Three or more years of relevant work experience

• Experience with technical service management

• Willingness to work a flexible schedule, including holidays, weekends, and after-hours as needed

• Ability to work rotating on-call coverage

Preferred Qualifications

• Degree in telecommunications

• Three or more years of telecommunications experience in the 911 field

• Strong understanding of 911 TDM, IP, and wireless technologies and protocols

• Strong understanding of 911 architecture

• 911 network and/or CPE experience

• 911 switching or translations experience

• External Public Safety or Emergency Services knowledge or experience

• Experience with Managed WAN network architecture

• Project / program management experience

• Strong verbal and written communication skills

• Strong organizational and multitasking skills

• Excellent decision-making and analytical skills