Professional Services Engineer, 911 Systems (Remote)

Role overview This remote position focuses on deploying cloud-based emergency call-handling platforms for public safety answering points (PSAPs). The role blends hands-on implementation, technical training, and customer advisory work within a fast-paced operations team, helping modernize 911 infrastructure with real-time communication technology.

Responsibilities - Plan, design, and execute end-to-end deployment projects for cloud-native call-handling solutions at customer sites - Conduct pre-deployment discovery, requirements gathering, and architecture/design sessions aligned to documented best practices - Lead onsite and remote installations of SaaS products, including after-hours cutovers and post-implementation support - Deliver advanced technical training and knowledge transfer to customer teams throughout rollout - Troubleshoot complex issues in collaboration with engineering and product teams, escalating as needed - Refine deployment playbooks, runbooks, and documentation to improve efficiency and scalability - Partner cross-functionally with sales, customer success, and support to ensure seamless delivery and stakeholder alignment

Requirements - Bachelor's degree in a technical field or equivalent practical experience - 8+ years in a technical role involving VoIP, PBX, or call center platforms - Hands-on experience with AWS cloud infrastructure - Demonstrated success planning and delivering complex, multi-stakeholder technical projects - Strong communication, interpersonal, and conflict-resolution skills - Comfort managing multiple priorities under pressure in high-activity environments - Solid grasp of network infrastructure including routers, firewalls, and the OSI model - Willingness to travel up to 50% for customer engagements and events

Nice to have - Background in the public safety sector, including ENP certification or Next Generation 911 (NG911) experience - Familiarity with Cisco UCS and/or FreeSWITCH - Knowledge of streaming and telephony protocols such as SIP, RTSP, RTMP, WebRTC, SIP trunking, SIP-to-PSTN gateways, and Wowza

Benefits and work setup - Fully remote within the United States with up to 50% travel - Competitive compensation and 401(k) with employer match - Discretionary paid time off and paid parental leave for all - Medical, dental, and vision coverage - Fitness, emotional wellness, and mental health support programs - Learning and development resources