Telephony Program Analyst

Short Description: 6-10 years of experience. Provides assessments of technical and operational practices based on leading industry standards specific to the requested technology.  

The 911 Telephony Program analyst is responsible for managing and optimizing telecommunication systems used in emergency response operations.  This role involves overseeing the technical aspects of 911 call systems, including wireless call routing programs, location database management, analyzing call data to improve service delivery, and ensuring compliance with regulatory standards.  The ideal candidate will work closely with emergency response teams, telecommunications vendors, and regulatory bodies to enhance the efficiency and reliability of emergency communications.

CONTRACT JOB DESCRIPTION
 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-Client 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.

 

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

 

·         6 years of experience in telecommunications, particularly in public safety environments, with a focus on wireless call routing, location database management. Required 6 Years

·         Bachelor’s degree in telecommunications, IT or related field or equivalent experience. Required

·         6 years of experience analyzing and interpreting complex data. Required 6 Years

·         Knowledge of relevant regulations and standards governing emergency telecommunications, wireless call routing, and GIS data management. Required 6 Years

·         6 years of experience with Computer-Aided Dispatch (CAD) Systems. Required 6 Years

·         6 years of experience with Geographic Information Systems (GIS) as they relate to emergency response. Required 6 Years

·         6 years of experience with 911 wireless call routing programs. Required 6 Years

·         6 years of experience in 911 vendor management to liaise, coordinate, and advocate agency 911 requirements and compliances. Required 6 Years

·         6 years of experience managing communications service providers. Required 6 Years

·         Experience providing written communication to articulate, describe, inform, and report on 911 test coordination. Required 6 Years

·         Experience coordinating / communicating with the national Capital Region (NCR). Required 6 Years