Onboarding Consultant

This posting is for future opportunities. We are seeking qualified candidates for roles that may open in the coming months. Applications will be reviewed on a rolling basis and candidates may be contacted when a role opens.

The Onboarding Consultant ensures that every new Gov Worx customer successfully configures, adopts, and operationalizes the Comms Coach platform
. This role focuses on hands-on customer configuration, workflow alignment, change management, user enablement, and early-stage product troubleshooting
.

The Onboarding Consultant does not manage project timelines. Instead, they partner closely with Project Managers to guide ECCs through the functional onboarding steps required to reach successful adoption of Comms Coach.

The ideal candidate brings expertise in 9-1-1 QA, training, and operations and enjoys translating complex operational workflows into intuitive software configuration while helping agencies embrace new technology.

• Configure the Comms Coach platform based on each agency’s workflows, policies, staffing model, and evaluation structure.

• Map agency evaluation criteria, radio processes, and training pathways into Comms Coach configurations.

• Set up users, roles, permissions, evaluation templates, coaching tools, dashboards, simulation packages, and HIRE competencies.

• Integrate local agency terminology, policy references, and workflow nuances into the platform.

• Ensure accurate ingestion and validation of customer data integrations once provided by Tech Services.

• Act as the functional guide helping ECC supervisors, QA staff, CTOs, and trainers adopt new Comms Coach workflows.

• Explain how the platform supports QA, coaching, training HIRE assessments, and agency-wide operational improvement.

• Guide customers on internal change management
  , shifting from manual processes to automated and supervisor-driven workflows.

• Help agencies establish evaluation schedules, volume goals, coaching plans, and simulation programs.

• Identify “early wins” and highlight insights that reinforce confidence and momentum in adopting Comms Coach.

• Troubleshoot functional issues related to evaluations, simulations, dashboards, user access, and configuration.

• Help customers understand expected system behavior and best practices for setup.

• Document and escape technical issues to Support or Engineering when required.

• Build customer confidence through clear explanations and timely resolution of issues.

• Serve as the functional / operational expert working alongside the PM who owns project coordination.

• Participate in kickoff meetings to introduce onboarding methodology and configuration pathways.

• Attend milestone check-ins to support customer progress and uncover additional guidance needs.

• Notify the PM of configuration readiness, customer blockers, missing requirements, or risks to adoption.

• Ensure agencies complete required onboarding tasks.

• Deliver training for supervisors, QA personnel, CTOs, and administrators on:

  • QA & evaluation workflows

  • Radio evaluations

  • Comms Coach TRAIN (Simulations & microlearning)

  • Coaching & feedback tools

  • Dashboards & performance analytics

  • Comms Coach HIRE competency evaluations

• Adapt training delivery for agencies of all sizes and operational maturity levels.

• Provide best-practice guidance grounded in QA/QI standards, NENA/APCO recommendations, and ECC operational norms.

• Review early evaluation data and highlight insights to help customers gain value quickly.

• Assist agencies in refining their QA cadence, coaching processes, and training cycles.

• Provide recommendations for optimizing workflows inside Comms Coach.

• Collaborate with Customer Success for a seamless handoff once the customer reaches steady adoption.

• 3 to 5 years of experience in 9-1-1 dispatching, supervision, training, QA, or CTO work (required).

• Deep understanding of ECC operations, call-taking workflows, radio dispatch, CAD usage, and QA/QI programs.

• Strong aptitude for software configuration and translating complex workflows into platform logic.

• Strong communication, relationship-building, and facilitation skills.

• Experience guiding organizations through operational change is strongly preferred.

• Accurate, complete customer configuration within onboarding timelines.

• High customer satisfaction throughout the onboarding journey.

• Consistent customer progress toward evaluation and simulation adoption targets.

• Reduction in onboarding-related escalations.

• Smooth and well-documented handoff to Customer Success.