Role - NG911 NYPD Telephony SME
On Site, 2 MTC, Brooklyn, NY
MANDATORY SKILLS/EXPERIENCE
- 12 years of Call Center Call Handling systems experience
- Experience with Public Safety E-911 system
- Knowledge of NENA Next Gen 911 standards
- Additional Call center experience - Conducted business and technical requirement analysis, testing, and execution in support of call center campaign
- Additional Call center experience - Managed IVR Scripting, Managing call center clients, Performed hands-on fixes at the desktop or application level
- BS/BA undergraduate degree
- Experience configuring Oracle’s Session Border Controller
- Experience developing comprehensive test plans / use cases / scenarios, define expected testing results, analyze and triage defects reported
- Experience supporting a major call center system such as Vesta, Genesys, Five9, NICE CXone, Twilio, Avaya, RingCentral.
- Knowledge of protocols such as VOIP, SIP, RTP, SS7
- As a Next Gen 911/Telephony SME, they would evaluate and recommend NG911 solutions involving Emergency IP Network (ESINet) and NextGen Core Services (NGCS) network architecture.
- Collaborate and adhere to NYC policies and procedures/standards, and industry best practices for NENA-i3 compliant network and infrastructure design and implementation
- Experience with standard software development lifecycle processes used within the systems development organizations
- Experience with writing business and requirements analysis documents (both operational and technical) and providing commentary