911 Technical Analyst I

9-1-1 Technical Analyst

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

As a member of the Emergency Services team, the 9-1-1 Technical Analyst supports and maintains Sinch's 9-1-1 solutions. The ideal candidate understands the complexity and critical nature of 9-1-1 calls, data delivery and provisioning. They should be comfortable using a variety of systems to manage daily operational needs and to be a primary resource for identifying and resolving issues. We are looking for someone who can interface equally and effectively with carriers, public safety authorities, highly technical, and non-technical personnel.

This position requires someone who is driven, self-motivated, focused, and adaptable.

Your Impact & Responsibilities

• Provide technical expertise on the operation of Sinch's internal 9-1-1 systems including validation and provisioning processes
• Manage all data for a 9-1-1 system, including PSAPs, pANIs, shape files, and MSAG
• Troubleshoot 9-1-1 call routing and data delivery issues. Work with internal teams and external parties to identify root cause and resolution.
• Review utilization reports to identify issues
• Investigate errors using online systems and log files and work with existing teams to resolve
• Document processes and identify areas of improvement
• This position will have rotational on-call support responsibility in the case of critical 9-1-1 incidents

REQUIREMENTS

• 3+ years' experience in 9-1-1 VoIP, Wireless, and/or call routing solutions and services strongly preferred
• Diligent attention to detail, strong organizational skills, and ability to quickly move between topics/situations in a fast-paced environment
• Skilled in communicating issues, impacts, and corrective actions to internal and external representatives
• Ability to digest and communicate both technical and business information in verbal and written form
• Bachelor's Degree or equivalent work experience Preferred
• Technical understanding of VoIP and Wireless 9-1-1 solutions and operations
• Technical understanding of Next Generation 9-1-1 solutions and operations
• PIDF-LO and Telematics 9-1-1 solutions
• 9-1-1 incident management
• Agile scrum project development
• Solid technical writing ability

This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration:
Atlanta, GA;
Chicago, IL;
San Antonio, TX;
Denver, CO

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel. We believe in a two-way process and encourage you to ask questions throughout the journey.

If this role isn't what you're looking for, please explore the other opportunities listed on our career page:  No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

• STAY HEALTHY:
  We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF:
  Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE:
  Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK:
  Enjoy a…