Requirements and responsibilities
We are seeking a Technical Implementation Specialist to join our Technical Implementation and Customer Support teams. This role combines remote technical work with occasional on-site field engineering to support emergency communications centers (ECCs) in connecting their systems to GovWorx solutions.You will work directly with customers’ IT and communications teams to ensure successful integration of telephony audio, CAD systems, and related technologies into our secure cloud environment.The ideal candidate has hands-on experience with telephony systems, strong networking fundamentals, and a proven ability to troubleshoot real-time audio and system integrations. Experience in public safety environments such as PSAPs or 9-1-1 centers is highly valued.You’ll play a critical role in the deployment, integration, and ongoing reliability of AI-enabled systems used every day by public safety professionals.Key ResponsibilitiesInstall, configure, and maintain integrations between customer telephony/audio systems, CAD platforms, and GovWorx applicationsWork directly with PSAP/ECC technical staff, vendors, and system administrators to ensure proper installation, connectivity, and data flowTroubleshoot audio connections, SIP signaling, and network-related issues across distributed systemsDiagnose and resolve real-time streaming and voice quality issues using logs, packet captures, and diagnostic toolsAssist with setup, configuration, and support of hardware devices used for audio or data ingestionCollaborate closely with GovWorx implementation and support teams to deliver smooth deployments and high-quality customer experiencesCoordinate with third-party vendors and partners during integrations and issue resolutionParticipate in an on-call rotation for after-hours, weekend, and holiday support as neededTravel to customer sites (up to 20%) for installations, testing, and troubleshootingRequired Qualifications4+ years of experience in IT, telecommunications, systems engineering, or technical servicesHands-on experience with telephony and voice systems (VoIP, SIP, RTP, PBX platforms such as Cisco, Avaya, etc.)Strong understanding of networking fundamentals (TCP/IP, DNS, firewalls, NAT, VPNs, QoS)Proven ability to troubleshoot complex system, network, and audio issues in production environmentsExperience working in customer-facing roles, collaborating with technical and non-technical stakeholdersFamiliarity with system integrations involving multiple technologies (APIs, data pipelines, or cross-system workflows)Experience with Windows and/or Linux server environmentsAbility to work independently, manage ambiguity, and respond effectively in high-pressure situationsU.S. citizen or authorized to work in the United StatesMust pass FBI CJIS fingerprint and criminal background checks at national and state levelsMust participate in on-call rotations and may travel up to 20%Preferred QualificationsExperience with public safety systems, including PSAPs, ECCs, CAD platforms, or 911 telephonyFamiliarity with SIP troubleshooting tools (e.g., Wireshark, packet capture analysis, log analysis)Hands-on experience with hardware installation and onsite deploymentsExperience supporting mission-critical or high-availability production environmentsFamiliarity with logging/recording systems for voice or communications platformsScripting or automation experience (Python, Bash, PowerShell)Experience with monitoring and logging toolsAbout GovWorxGovWorx is helping public safety rise to today’s greatest challenge: the loss of experience. Our AI-powered platform, CommsCoach, supports 9-1-1 and emergency communications centers across the country by automating quality assurance, training, and real-time call evaluation—allowing agencies to strengthen their teams and better serve their communities.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)