Technical Implementation Specialist

Technical Implementation Specialist

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 Responsibilities

• Install, configure, and maintain integrations between customer telephony/audio systems, CAD platforms, and GovWorx applications
• Work directly with PSAP/ECC technical staff, vendors, and system administrators to ensure proper installation, connectivity, and data flow
• Troubleshoot audio connections, SIP signaling, and network-related issues across distributed systems
• Diagnose and resolve real-time streaming and voice quality issues using logs, packet captures, and diagnostic tools
• Assist with setup, configuration, and support of hardware devices used for audio or data ingestion
• Collaborate closely with GovWorx implementation and support teams to deliver smooth deployments and high-quality customer experiences
• Coordinate with third-party vendors and partners during integrations and issue resolution
• Participate in an on-call rotation for after-hours, weekend, and holiday support as needed
• Travel to customer sites (up to 20%) for installations, testing, and troubleshooting

Required Qualifications

• 4+ years of experience in IT, telecommunications, systems engineering, or technical services
• Hands-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 environments
• Experience working in customer-facing roles, collaborating with technical and non-technical stakeholders
• Familiarity with system integrations involving multiple technologies (APIs, data pipelines, or cross-system workflows)
• Experience with Windows and/or Linux server environments
• Ability to work independently, manage ambiguity, and respond effectively in high-pressure situations
• U.S. citizen or authorized to work in the United States
• Must pass FBI CJIS fingerprint and criminal background checks at national and state levels
• Must participate in on-call rotations and may travel up to 20%

Preferred Qualifications

• Experience with public safety systems, including PSAPs, ECCs, CAD platforms, or 911 telephony
• Familiarity with SIP troubleshooting tools (e.g., Wireshark, packet capture analysis, log analysis)
• Hands-on experience with hardware installation and onsite deployments
• Experience supporting mission-critical or high-availability production environments
• Familiarity with logging/recording systems for voice or communications platforms
• Scripting or automation experience (Python, Bash, PowerShell)
• Experience with monitoring and logging tools

About GovWorx

GovWorx 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.