ECH Applications Specialist - Eastern Region - US Remote

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

The Software Enterprise Deployment and Integration team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Emergency Call Handling, 911 Equipment, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Works with the customer to understand deep business requirements as it relates to MSI Emergency Call Handling applications. Includes requirements documentation, implementation, verification, training, and support. Utilizes industry knowledge and assesses client needs to drive successful product deployment. Responsibilities include Workflow Config, UI Customization, Provisioning, Training on MSI Emergency Call Handling Applications, Capture Application Level Design Needs with a Solutions Architect, Creating or Maintaining Supporting Documents including organizational workflows, and Go Live Support.

Works as an internal and external liaison between customers and project managers with technical deployment teams. May assist in developing user documentation and custom training programs.

This position is a remote position, and candidates can be located anywhere in CST or EST time zones. There will be in excess of 75% travel.

The Emergency Call Handling (ECH) Application Specialist will report to the CCSS Application Specialist Manager. The Application Specialist is ultimately accountable for the provisioning of MSI ECH application(s) to meet the need of the customer's design specifics, including participating in the solution detailed design, as well as the remote and on-site provisioning, administrative instruction, cutover support, and handoff to Support for Motorola's on-premise and cloud-hosted ECH solutions.

Responsibilities include:

• Perform system provisioning for ECH applications, and instruct customers on how to complete some ongoing configuration and maintenance tasks.
• The successful candidate will closely collaborate with multiple teams, including sales, deployment, product, and support to plan activities, resolve problems, and ensure applications align with customer objectives.
• Communicate with customers to evaluate business processes, assess needs, and define system design requirements.
• Documents all changes to the solution, including call flow or UI updates, that may occur during the implementation phase of the project.
• Ensures that provisioning/quality issues are resolved in a timely and efficient manner.
• Provides support to Customer and Channel Partners while deploying the ECH solution into a production environment.
• Serve as the subject matter expert for assigned applications to troubleshoot, diagnose, and correct technical problems and issues.
• The person filling this role will primarily provide detailed technical and administration instruction on the ECH application ecosystem. May also be responsible for delivering end user instruction or content development.
• Continued education to stay current with industry best practices, emerging 911 technologies, and MSI products across the ecosystem.
• This position requires someone who is independent, demonstrates strong technical and instructional skills, is detail-oriented, is adept at multitasking, and willing to travel to customer locations. This position will work both independently and in team environments. The position requires someone who can prioritize the work to ensure accurate and timely execution of deliverables. A thirst for knowledge is essential.

Preferred

Skills:

• Knowledge of 911/public safety, including basic telecommunications and/or networking
• Basic knowledge of networking, PCs, and Operating Systems
• Working knowledge of Google Workspace
• Self motivated in both team and solo environments
• Clear verbal and written communication skills
• Committed to accuracy and high standards
• Adept at building strong relationships internally and externally
• Ability to scope effort and coordinate work to meet internal, external, and project timelines
• Customer Service focused
• Experience with installation, administration, and troubleshooting
• Previous experience in Public Safety Applications deployment and integration, and/or operations and administration preferred.
• Exercises judgment in the selection of methods and techniques for obtaining solutions.
• Ability to apply…