Job Title: Implementation and Support Manager
Department: Operations Engineering
Reports to: Vice President, Implementation and Customer Experience
Last Modified: 9/3/2026
FLSA: Exempt
Location: Broomfield, CO Preferred
Level: P4
Rate of Pay:: $93,000 - $101,700 USD
Purpose:The Implementation & Support Manager is a technical, hands-on role responsible for coordinating, executing, and supporting the deployment of NG911 and ESInet services. This position manages implementation activities and serves as a subject matter expert across pre-deployment planning, acceptance test plans (ATP), and post-implementation support.
The ideal candidate brings deep technical expertise in public-safety communications, strong operational discipline, and the ability to work cross-functionally with engineering, NOC, operations, and customer teams. This role requires excellent problem-solving abilities, attention to detail, and comfort operating in a fast-paced, high-impact environment.
Responsibilities:- Lead the successful delivery of NG911 deployments, ensuring timelines, quality, and scope are met.
- Drive testing, integration, and migration readiness activities across PSAPs and OSPs.
- Provide subject matter expertise on NG911 call flow, systems, and processes.
- Collaborate with project leads, subcontractors, and stakeholders to manage technical integrations.
- Lead and coordinate NG911 and ESInet implementation activities, ensuring accurate configuration, testing, and successful service activation.
- Manage pre-implementation tasks such as requirements validation, technical planning, documentation prep, and customer readiness.
- Execute and oversee Acceptance Testing Plan (ATP) activities, including troubleshooting, validation, and issue resolution.
- Serve as a technical subject matter expert (SME) for NG911, PSAP operations, call routing, and public-safety network architecture.
- Provide and/or coordinate Tier 2/Tier 3 support for complex NG911-related issues, collaborating closely with Engineering and the NOC.
- Perform post-implementation support, ensuring smooth transition to production, monitoring performance, and resolving escalations.
- Maintain detailed documentation, implementation plans, test results, and operational runbooks.
- Deliver clear updates, technical reports, and executive-level summaries on project status, risks, and performance metrics.
- Identify gaps in processes or configurations and drive continuous improvement in implementation and support workflows.
- Coordinate vendor interactions and inter-team communication to ensure timely issue resolution and service stability.
Requirements:- 6+ years of Emergency Services Telecom experience.
- Demonstrated expertise in NG911 systems, PSAP operations, and public safety communications.
- Proven experience in NOC, Tier 2/Tier 3 support, or network operations support.
- Strong understanding of networking protocols (SS7, TCP/IP, SIP, multicast, Ethernet, etc.) and monitoring tools.
- Exceptional technical leadership and people management skills.
- Strong organizational, planning, and execution capabilities.
- Analytical mindset with proven troubleshooting/problem-solving expertise.
- Outstanding communication and presentation skills, including executive-level reporting.
- Ability to thrive in a fast-paced, high-visibility role requiring both strategic oversight and hands-on execution.
- NG911/Public Safety or Telecommunications background strongly preferred.
Education: - Bachelor's degree or equivalent work experience
The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location. 
