Manager, Systems Integrations Engineer

Location:

Boston, Massachusetts, United States;
Chicago, Illinois, United States;
Los Angeles, CA;
New York, New York, United States;
San Francisco, California, United States;
Scottsdale, Arizona, United States;
Seattle, Washington, United States;
Washington, District of Columbia, United States

Prepared is seeking a Manager, Systems Integration Engineers to lead the team responsible for deploying our mission-critical technology into 911 centers nationwide.

You’ll manage a growing team of SIEs who act as the technical front line during onboarding, ensuring hardware, integrations, and configurations are delivered reliably and consistently. This is a player-coach role focused primarily on people leadership, operational excellence, and process maturity (≈70%), supported by hands‑on technical oversight and escalations (≈30%).

As Prepared expands into new product lines and more complex deployments, you will define how we scale technical implementation
, build predictable and repeatable processes, and set the quality bar for our earliest customer experiences.

You’ll report to the Head of Implementations, and lead a team growing from 4 to 8 SIEs in the near term.

• Lead, coach, and performance‑manage a distributed team of Systems Integration Engineers with an emphasis on process adherence, documentation quality, and measurable outcomes
  .
• Build team culture and develop technical and operational capabilities through structured training and feedback.

• Oversee end‑to‑end implementations—hardware setup, integrations, configuration, and validation—ensuring delivery is consistent, safe, and standardized across all SIEs.
• Serve as the senior technical escalation point and reinforce repeatable troubleshooting and documentation practices
  .
• Maintain hands‑on understanding of deployments to credibly advise and unblock your team.

• Build, maintain, and continuously improve operational standards, including:
• Playbooks, runbooks, SOPs, and checklists
• QA processes and documentation templates
• Deployment patterns that support repeatability and scale
• Own resource planning, capacity management, and scheduling across multiple concurrent installations.
• Define, track, and improve KPIs such as installation success, rework rates, post‑go‑live issues, and Time‑to‑Value (TTV).

• Partner with Engineering, Product, Support, PMO, and CSM to:
• Build structured feedback loops
• Improve workflows and implementation tooling
• Align on go‑live readiness, cutover plans, and handoff criteria
• Oversee Tier 2 workflows tied to implementations, strengthening escalation paths and reducing post‑deployment support needs.
• Identify and drive process and tooling improvements that increase implementation predictability and reduce support burden.
• Establish operational reporting that gives leadership visibility into implementation status, risks, capacity, and quality trends.

• 4+ years leading technical field services, systems integration, or implementation teams, ideally in environments involving hardware and mission‑critical systems.
• Demonstrated ownership of implementation operations
  , including capacity planning, playbook development, KPIs, and quality standards.
• Comfortable with ~30% travel to support key deployments and team development.
• Experience with public safety systems (call handling, CAD, radio, logging recorders) and PSAP environments.

• Experience at/with companies such as Carbyne, Motorola, Zetron, NGA, Rapid
  
  SOS, NICE, or Verint.
• Track record of designing and scaling operational processes.
• Experience with Tier 2 or advanced support teams where implementation quality drives support outcomes.
• Hands‑on understanding of logger systems and call‑handling infrastructure.

• You are process‑oriented, disciplined, and focused on operational clarity, documentation, and measurable performance.
• You drive consistency and predictability across a distributed field team.
• You excel at cross‑functional coordination and structured communication,…