Act as the central point of contact between the NG9-1-1 vendor and 9-1-1 call centers, ensuring consistent, clear, and timely communication.
Build and maintain professional relationships with call center managers, supervisors, and staff to foster trust, collaboration, and cooperation.
Facilitate the deployment and integration of new NG9-1-1 technologies by coordinating between technical vendor teams and operational call center personnel.
Monitor project timelines, identify potential issues, and assist in problem-solving to ensure smooth transitions and minimal service disruption.
Communicate complex technical information in a way that is understandable and actionable for 9-1-1 center leadership and staff.
Provide feedback from call centers to the vendor to help shape product enhancements and ensure operational needs are met.
Support training, change management, and adoption of new technologies, helping call centers maximize the benefits of NG9-1-1 solutions.
Participate in meetings, workshops, and testing activities as required to represent both company and call center perspectives.

Strong interpersonal and communication skills with the ability to build trust and maintain professional relationships across diverse teams.
Experience in public safety, 9-1-1 operations, telecommunications, or related fields preferred.
Ability to translate technical information for non-technical audiences.
Strong organizational and problem-solving skills.
Flexibility to workday and evening hours as needed to support call center operations and project demands.

Senior Project Manager

Key skills