Senior Technical Project Manager

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

The Senior Technical Project Manager will be responsible for directly managing or overseeing a wide range of Next Gen 911 Public Safety deployment project types. Deployment types may include PSAP (911 Call Center) deployment projects; carrier interoperability evaluation and testing; equipment vendor interoperability evaluation and testing, and new feature evaluation and testing in partnership with partners, product, and development teams.

This position will be responsible for partner and/or customer coordination and management, internal resource and provisioning management, creating project plans, evaluating, and documenting current and new processes, and assisting the proposals and sales team with content related to winning new customers or partners. This position will ensure overall progress of assigned projects from assignment to implementation. They will review and provide consultative advice to management on all project aspects to secure buy-in.

They are responsible for monitoring daily tasks and project assignments in progress, ensuring project schedule is being met. They will meet the highest standards of operational excellence, delivering on time, with high quality, and with high degrees of customer satisfaction. They must ensure project is ready for implementation and running as expected.

They must complete project documentation and ensure hand-off to production runs smoothly. This role will identify project risks and develop contingency plans for these risks.

• Act as a subject matter expert and senior contact for deployment services to external partners, customers, carriers, as well as internal resources and leadership
• Plan and monitor projects to ensure stakeholder satisfaction
• Lead and motivate cross-functional teams throughout the project lifecycle
• Ensure the project plan obligations are met regarding specifications, quality, and time frames
• Build strategic relationships with key stakeholders to ensure project is positioned strategically within organization
• Perform project/program management responsibilities across a number of strategic projects, aligning to business line initiatives
• Continually build internal relationships with departments or business segments to facilitate cooperation and project completion
• Passion for learning new technology and keeping up to date with products and services
• Assist with maintaining established standards and approaches for each project (e.g., status reporting, issue management, change control, etc.) and communicating to team members and stakeholders
• Provide management with status reports detailing status and timelines throughout assigned project
• Continuously monitor tasks and project assignments in progress, ensuring project schedule isbeing met, and schedule changes are addressed and communicated by established deadlines
• Communicate any schedule changes to affected parties
• Ensure project is ready for implementation and thoroughly documented and completed
• Collaborate with customers, partners, and vendors to accomplish project tasks
• Provide quality customer service that exceeds customer expectations and improves level of service being provided
• Continuously evaluate team process to identify and implement process improvements

• Leads all activities involved in testing and implementation of projects or project tasks
• Review test results with senior management and end users, securing confirmation that test findings meet expected results
• Proactively identify and address issues when project is implemented to ensure all problems are identified and resolved
• Participate in establishing implementation plan and timeframe for testing adjusting schedule as necessary

• Respond with a sense of urgency to problems escalated to employee's level
• Place the highest priority on providing quality customer service by overseeing all activities of staff, ensuring the unique needs of customers are met
• Ensure quality resolution and thorough and accurate documentation of customer issues
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Effectively manage changes to project scope, schedule, and costs
• Evaluate the impact of changes and communicate adjustments to the team

• 5+ years increasingly responsible project management experience required with an emphasis on technical capabilities
• Experience managing Next Gen 911 Implementations is required, either with an ESInet provider, or with a carrier or PSAP CPE…