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Telephony Infrastructure Manager

2 months ago

Baltimore, Maryland, United States The Global Excellence Consulting Group Full time
Job Description

We are seeking a highly skilled Telephony Program Analyst to join our team at The Global Excellence Consulting Group. This is a full-time, onsite position that requires a strong understanding of telecommunications systems and emergency response protocols.

The ideal candidate will have 6-10 years of experience in assessing technical and operational practices, with a focus on leading industry standards specific to telephony systems. They will be responsible for overseeing the maintenance and operation of 911 telephony systems, including call routing, recording, and backup systems.

Key Responsibilities:

  • Oversee the maintenance and operation of 911 telephony systems, including call routing, recording, and backup systems.
  • Manage and support the 911 wireless call routing program, ensuring accurate routing of wireless calls to the appropriate public safety answering points (PSAPs).
  • Manage the 911 location database, ensuring it is up-to-date and accurate to facilitate effective emergency response.
  • Coordinate with communication service providers (CSP) to ensure seamless integration and functionality of telephony systems.
  • Coordinate and facilitate 911 call routing testing for the agency with CSP, including wireless, wireline, VoIP/Wi-Fi, and text.
  • Facilitate and manage the onboarding of new CSPs in the District.
  • Manage the DC-OUC CSP 911 Outage and Escalation process. Conduct an annual audit of 11 24x7 Escalation and Contingency program.
  • As part of managing the CSP program, coordinate and analyze quarterly performance meetings. Lead coordination efforts for CSP migrations to the NGCS (NextGeneration 911 Core Services).
  • Coordinate with telecommunications providers to ensure the integrity and reliability of services.
  • Manage 911 wireless Cell on Wheels (COW) deployment for major events impacting DC GOV.
  • Troubleshoot and resolve technical issues related to telephony systems.
  • Analyze data calls and performance metrics to identify trends, inefficiencies, and areas for improvement in both landline and wireless call routing and location accuracy.
  • Conduct GIS routing validation processes to ensure that geographic data is accurate and that routing algorithms are functioning correctly.
  • Prepare reports and presentations for stakeholders on system performance and recommendations for enhancement.
  • Ensure compliance with federal, state, and local regulations related to emergency telecommunications, including wireless call routing standards set by the Federal Communications Commission (FCC).
  • Stay updated on industry best practices and technological advancements in 911 systems, wireless call routing, and GIS technology.
  • Provide training and support to emergency dispatch personnel on the use of telephony systems.
  • Coordinate projects and act as a point of contact for technical support and issues related to communication service provider management program, telephony systems, wireless call routing, and location accuracy.
  • Work with cross-functional teams to implement new technologies that enhance emergency response capabilities, including improvements to wireless call location accuracy and GIS routing validation processes.
  • Develop and maintain program documentation, including project plans, timelines, and reports.
  • Collaborates with internal and external stakeholders to gather requirements and ensure alignment with program objectives.
  • Monitors and evaluates program performance metrics and provides regular reports to management.

Requirements:

  • Bachelor's degree in telecommunications, IT or related field or equivalent experience