GovWorx

• Produce clear diagrams, documentation, and implementation plans for our operational systems / processes. • Follow company architectural guidelines and industry best practices when developing operations frameworks / systems. • Ability to automation that can build and deliver software artifacts. • Ability to write Infrastructure as Code to support our environment. • Ability to develop monitors, alerts, and on-call solutions to ensure we are responsive to customer issues. • Work closely with cross-functional teams, including support and customer success. • Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

• 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

• Lead and scale a multi-tiered Customer Support organization, including Help Desk (Tier 1) and Technical Support (Tier 2). • Own and manage 24x7x365 support operations, including after-hours and emergency escalation coverage. • Oversee Help Desk performance to ensure timely triage, response, and resolution of customer issues. • Act as the senior escalation point for critical incidents and high-impact customer issues. • Own the end-to-end ticket lifecycle, ensuring issues are tracked, prioritized, and resolved efficiently. • Establish and manage a structured support backlog with clear prioritization and accountability. • Partner closely with the Client Account Management team to ensure customer issues are clearly understood, properly prioritized, and driven to timely resolution, with strong communication back to the customer-facing team throughout the support lifecycle. • Define and enforce SLAs, response times, and support standards. • Partner with Engineering, Product, and Technical Services to prioritize and resolve issues. • Ensure clear documentation and communication of issues to drive efficient cross-functional resolution. • Monitor and report on key support metrics, including response time, resolution time, and backlog health. • Drive continuous improvement of support processes, workflows, and tools. • Identify, implement, and promote the use of AI-enabled tools, automation, and workflow improvements to increase support team efficiency, reduce manual effort, accelerate ticket triage and resolution, and improve the overall customer support experience. • Develop and maintain support documentation, playbooks, and standard operating procedures. • Lead, mentor, and develop a high-performing support team with strong accountability and responsiveness. • Conduct root cause analysis on recurring issues and drive long-term solutions and product improvements. • This person must be willing and able to receive escalations after hours, and assist the team with incoming issues as needed.

• Drive Agile / Scrum Execution — Act as Product Manager by maintaining a prioritized backlog, leading sprint ceremonies, and keeping delivery velocity on track. • Plan & Track Project Timelines — Build release plans, manage cross-functional dependencies, and surface risks early with clear mitigation options. • Lead Customer Implementations & Feedback Loops — Orchestrate pilots, coordinate training, and iterate features based on real-world call-taker feedback. • Champion Data-Driven Decision Making — Define KPIs (e.g., call-handling time, AI adoption rate), instrument product analytics, and adapt the roadmap based on measurable outcomes. • Ensure Compliance & Security Alignment — Collaborate with security and infrastructure teams to ensure products remain CJIS- and SOC 2-compliant. • Collaborate on Go-to-Market & Support Enablement — Provide product expertise for marketing, sales, and support collateral, and brief internal teams ahead of each release. • Foster a High-Performance Team Culture — Promote proactive communication, celebrate wins, and continually refine processes to improve predictability and team satisfaction.

• Oversee multiple concurrent customer projects from initiation through completion • Serve as the primary point of contact for customer stakeholders • Establish and enforce standardized project processes to ensure consistency and efficiency • Monitor and track progress against project timelines • Maintain accurate project records and provide regular progress reports

• Design, implement, and maintain data pipelines and workflows to support AI and analytics use cases • Manage and optimize structured and semi-structured data using MySQL, Redshift, OpenSearch, and related datastores • Evaluate and implement new database technologies and AWS-native tools to support scalability and performance • Collaborate with data scientists, engineers, and product managers to ensure data needs are met across systems • Build internal tooling for data access, transformation, and quality monitoring • Support infrastructure-as-code and cloud automation to maintain high system reliability

• Oversee multiple concurrent customer projects from initiation through completion • Develop, manage, and maintain detailed project plans, schedules, and documentation • Serve as the primary point of contact for customer stakeholders • Facilitate regular project status meetings • Establish and enforce standardized project processes • Monitor and track progress against project timelines

• Produce clear diagrams, documentation, and implementation plans for our QA systems / processes. • Follow company architectural guidelines and industry best practices when developing QA automation frameworks / systems. • Use AI as necessary / appropriate to ensure maximum effective test coverage. • Ability to write test automation that can validate across the entire stack; front-end, backend, and database. • Ability to write meaningful automated tests including Unit Tests, integration tests, and functional automation (e.g. Selenium, Playwright, etc). • Ability to write and organize manual test cases as necessary, or as a precursor to automation. • Work closely with cross-functional teams, including support and customer success. • Providing consistent and meaningful progress and performance updates to senior management and the Executive Leadership Team.

• Participate in software design and architecture for the team’s projects • Contribute to development work across the entire stack • Provide peer review and guidance for other engineers • Produce clear architectural diagrams, documentation, and implementation plans • Follow company architectural guidelines and best practices • Write automated tests including Unit Tests, integration tests, and functional automation

• Own your region and actively identify, research, and engage prospective customers. • Deliver live, high-impact demonstrations of CommsCoach, GovWorx’s flagship AI-powered solution for 9-1-1 quality assurance, training, hiring and performance improvement. • Lead thoughtful discovery sessions to understand each agency’s workflows, pain points, and objectives. • Manage your deals from first contact to close. • Partner closely with the GovWorx founders and product leaders to shape opportunities and influence roadmap discussions. • Lead all aspects of quote creation, pricing, and negotiation. • Work hand-in-hand with the Customer Success team to ensure a seamless handoff after closing.