Telephony Program Analyst

Overview

Role:
Telephony Program Analyst
Client: DC Government

Location:

Washington, D.C. (onsite)

• 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 (Next Generation 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.