AV Emergency Response Specialist

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As an AV Emergency Communications Specialist, you will support autonomous vehicle operations in real time during unusual roadway events, urgent service situations, and escalation-based support scenarios. This is a live operations role built for people with emergency call handling, roadside dispatch, alarm monitoring, or connected vehicle support experience who know how to stay calm, follow protocol, and make sound decisions under pressure.

You will work in a fast-paced onsite environment where accuracy, urgency, and composure matter every shift. This role includes public-facing inbound call interaction during high-stakes situations, and it also plays an important feedback role by documenting incidents, flagging operational patterns, and sharing observations that help improve response quality and vehicle support workflows.

• Emergency Call Composure: You remain calm, focused, and professional when callers are distressed, escalated, or time-sensitive situations unfold.
• Protocol-Based Decision Making: You can follow structured response steps closely while knowing when to escalate appropriately.
• Safety Awareness: You approach every interaction and decision with strong risk awareness and a focus on safe outcomes.
• Dispatch-Style Multitasking: You are comfortable managing multiple screens, live updates, notes, and workflows at the same time.
• Clear Incident Communication: You communicate concisely and accurately with callers, teammates, and cross-functional partners during active situations.
• Escalation Judgment: You recognize when a situation needs immediate support, routing, or intervention and act without losing focus.
• Operational Reliability: You show consistency, accountability, and steady performance in a 24/7 environment.

• Handle inbound emergency-style and high-urgency support calls with professionalism, empathy, and strong de-escalation.
• Support autonomous vehicles in real time during unusual roadway conditions, blocked routes, and other live operational events.
• Assess situations quickly and follow established response protocols for escalation, documentation, and coordination.
• Communicate clearly across internal systems to support timely operational decisions and safe outcomes.
• Monitor vehicle situations and help guide next-step actions during active scenarios.
• Document incidents accurately and thoroughly while managing multiple systems in real time.
• Route or escalate issues based on severity, urgency, and operational procedures.
• Help identify recurring issues, workflow gaps, and response trends through accurate reporting and event review.
• Maintain compliance with required safety standards, certifications, and internal processes.
• Support a 24/7 operation, including rotating schedules, weekends, and holidays.

• Minimum 6 months of 911 telecommunications experience.
• 2 years of experience in emergency communications, dispatch, roadside assistance, connected vehicle support, alarm monitoring, central station operations, or another high-urgency call center environment.
• Strong de-escalation skills and experience handling distressed, escalated, or time-sensitive callers.
• Strong focus on safety, accuracy, and attention to detail.
• Excellent problem-solving and real-time decision-making skills.
• Ability to work effectively in a fast-paced, ever-changing environment.
• Ability to multitask across systems while documenting in real time.
• Adaptability to new technologies, tools, and operating procedures.
• Ability to self-correct and learn from previous mistakes.
• Ability to remain seated and focused for multiple hours at a time.
• Schedule flexibility to support a 24/7 operation with rotating shifts and holidays.
• Valid driver’s license, at least 3 years of driving experience, and a clean driving record.
• Ability to pass background, drug, and employment checks.
• Ability to maintain required safety compliance…