AddressDescription
About The Role
Where you'll be working
In this hybrid role, you will have a defined work location HUB that includes work from home and assigned days in the office set by your manager. The HUB for this role will be Dallas, TX
This position will have overall responsibility and accountability for all aspects of the 911 services and circuits provided by Frontier. The individual will own the Frontier 911 Compliance Plan, which consists of Operating procedures specific to service continuity during maintenance or repairs, service restoration during outages, training, and internal and external reporting.
This position will lead the 911 Repair center, Network Diversity team, 911 Service Specialists, Customer premise equipment, and Tier 2 support for Frontier-managed emergency service hardware & software solutions. The Director will also be the point of interface for state and federal bodies providing reporting and performance metrics.
The 911 Repair Center is responsible for 24/7/365 network surveillance and support of Frontier's 911 customer base. The successful candidate will need to manage a fast-paced operation in a demanding customer service organization. This is integral to Frontier's overall 911 NOC operation and the customer experience. The Director will oversee, mentor, and provide technical leadership to the 911 Center of excellence organization. They will support Regulatory, Sales, Marketing, Engineering, and Operations in the successful deployment and ongoing care and repair of emergency services.
Responsibilities:
- Own the 911 Operating Procedures and associated Compliance Manual
- Develop, implement, and improve upon processes in the evolving 911 environment
- Responsible for timely notifications and reporting of 911 events internal and external as required and defined by the FCC and regulatory bodies; including reporting of noncompliance of any portion of FCC-mandated orders
- Handle higher-level escalations for 911 customers and network service troubles/outages 24 hours a day
- Own Training program and Ensure employees complete all training related to 911 services
- Accountable for Network continuity to make sure 911 essential functions operate without interruption during and after disruptive events
- Direct monitoring, coordination, and escalation of any 911 service impacting outages and associated restoration activities
- Liable for Service continuity and expeditious restoration of services during planned maintenance and repairs
- Communicate with other departments as required to improve the coordination between these departments as well as the overall quality of service experience for our customers
- Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required
- Highlight and escalate single points of failure encountered to network events and routing auditing
- Represents National Network Architecture and Engineering in the evolution of NG911 service creation, network deployments, 3rd party partner selections, and operational best practices
- Review of trouble tickets, maintenance schedule, and major service interruptions
Required Qualifications:
- Must be able to work in a fast-paced high-pressure environment
- Must be available 24x7x365 and prepared to handle escalations at any time
- Must be able to work extended hours
- Must be able to manage multiple projects
- Some travel is required
Skills:
- Must have a solid understanding of 911 Networks and NG911 technologies
- Must have a solid understanding of TDM, Data and Ethernet technology, and associated equipment
- Must have a solid understanding or working knowledge of 911 call routing and termination
- Experience with managing large projects
Education/Experience
- Five to ten years of previous leadership or management experience in Telecommunications Network Engineering or Operations, Public Safety Answering Point (PSAP), or 911 Service Provider
- Higher education required
- Previous 911 service management
- Working knowledge of Local, State, or Federal 911 Regulatory Rules
