GovWorx

Consultant

• Serve as a subject-matter guide for agencies on QA/QI, training, and coaching best practices within CommsCoach.
• Help customers align their evaluation, coaching, and training programs with national standards (e.g., NENA/APCO) and ECC operational norms.
• Recommend workflows, evaluation cadences, coaching structures, and training cycles that are realistic for each agency’s size, staffing, and maturity.
• Identify “quick wins” and early indicators of success to build confidence and momentum in the use of CommsCoach.
• Partner with GovWorx Project Managers, agency project leads, and ECC leadership to guide the functional onboarding work.
• Participate in kickoff and milestone meetings to explain the onboarding approach, set expectations, and ensure clarity around roles and responsibilities.
• Work directly with supervisors, QA personnel, trainers, and CTOs to understand local policies, workflows, and constraints and reflect them in the platform.
• Proactively communicate customer blockers, missing requirements, and adoption risks to Project Managers and internal stakeholders.
• Configure CommsCoach to support each agency’s workflows, staffing model, and evaluation structure, grounded in industry best practices and CommsCoach standards.
• Design evaluation and training configurations that promote consistency, transparency, and meaningful feedback.
• Incorporate relevant operational nuances (e.g., call flows, roles, routing) so that the platform is intuitive and useful for end users.
• Collaborate with Technical Services to validate that customer data integrations support the agreed-upon workflows.
• Use and refine AI prompts to generate or enhance coaching feedback and training materials, support scenario design and simulation content, provide guidance to agencies on how to use AI-driven features responsibly and effectively within CommsCoach.

Onboarding Consultant

Project Manager

• Own and manage the technical services scope of CommsCoach implementations, from pre-deployment planning through go-live.
• Coordinate closely with Onboarding Project Managers to align technical timelines, dependencies, and customer readiness.
• Develop and manage technical project plans, including milestones, risks, and escalation paths.
• Serve as the primary technical point of contact for customer IT teams, PSAP/ECC technical staff, and external vendors.
• Ensure all technical work is completed in accordance with GovWorx security, compliance, and operational standards.
• Oversee and coordinate integrations between customer telephony/audio systems, CAD systems, and GovWorx applications.
• Manage audio ingestion, network connectivity, and system configuration activities, including SIP, RTP, and related protocols.
• Coordinate hardware deployment and configuration for audio or data ingestion where required.
• Lead technical troubleshooting efforts during implementation and post-go-live stabilization.
• Act as a technical escalation resource for complex or high-impact issues.
• Provide hands-on technical support on select projects as overflow when engineering or implementation capacity is constrained.
• Participate in a shared 24×7 on-call rotation, responding to critical customer technical issues after hours, weekends, and holidays.
• Collaborate with Customer Support and Engineering to ensure timely resolution and root-cause analysis.
• Travel to customer sites as needed (maybe 20%) for installations, testing, troubleshooting, and stakeholder coordination.
• Build strong working relationships with PSAP/ECC leadership, IT staff, and vendors.
• Clearly communicate technical status, risks, and next steps to both technical and non-technical stakeholders.

Technical Services Project Manager

Operations

• Produce clear diagrams, documentation, and implementation plans for our operational systems / processes.
• Follow company architectural guidelines and industry best practices when developing operations frameworks / systems.
• Ability to automation that can build and deliver software artifacts.
• Ability to write Infrastructure as Code to support our environment.
• Ability to develop monitors, alerts, and on-call solutions to ensure we are responsive to customer issues.
• Work closely with cross-functional teams, including support and customer success.
• Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

System Operations Engineer

Technical Customer Success

• Install, configure, and maintain integrations between customer telephony/audio systems, CAD platforms, and GovWorx applications
• Work directly with PSAP/ECC technical staff, vendors, and system administrators to ensure proper installation, connectivity, and data flow
• Troubleshoot audio connections, SIP signaling, and network-related issues across distributed systems
• Diagnose and resolve real-time streaming and voice quality issues using logs, packet captures, and diagnostic tools
• Assist with setup, configuration, and support of hardware devices used for audio or data ingestion
• Collaborate closely with GovWorx implementation and support teams to deliver smooth deployments and high-quality customer experiences
• Coordinate with third-party vendors and partners during integrations and issue resolution
• Participate in an on-call rotation for after-hours, weekend, and holiday support as needed
• Travel to customer sites (up to 20%) for installations, testing, and troubleshooting

Technical Implementation Specialist

Product Manager

• Drive Agile / Scrum Execution — Act as Product Manager by maintaining a prioritized backlog, leading sprint ceremonies, and keeping delivery velocity on track.
• Plan & Track Project Timelines — Build release plans, manage cross-functional dependencies, and surface risks early with clear mitigation options.
• Lead Customer Implementations & Feedback Loops — Orchestrate pilots, coordinate training, and iterate features based on real-world call-taker feedback.
• Champion Data-Driven Decision Making — Define KPIs (e.g., call-handling time, AI adoption rate), instrument product analytics, and adapt the roadmap based on measurable outcomes.
• Ensure Compliance & Security Alignment — Collaborate with security and infrastructure teams to ensure products remain CJIS- and SOC 2-compliant.
• Collaborate on Go-to-Market & Support Enablement — Provide product expertise for marketing, sales, and support collateral, and brief internal teams ahead of each release.
• Foster a High-Performance Team Culture — Promote proactive communication, celebrate wins, and continually refine processes to improve predictability and team satisfaction.