• Deliver, configure, and deploy contact centre and enterprise telephony solutions, including SIP-based voice architecture, PBX, IVR, and CCaaS platforms, across customer environments. • Design, test, and implement scalable and secure voice solutions, translating customer requirements into low-level designs and production-ready deployments. • Own implementation workstreams across multiple projects, coordinating with internal teams and customers through build, test, and user acceptance phases. • Provide advanced troubleshooting and incident support for production voice platforms, including root cause analysis and remediation of SIP and media-related issues. • Act as a subject-matter expert on SIP servers, SIP trunking, telco interconnects, and carrier connectivity within customer and internal platforms. • Configure and support integrations between contact centre platforms and enterprise systems such as CRM, identity services (SSO/AD), and related tooling, primarily at a system and configuration level. • Support and troubleshoot browser-based communication use cases, including WebRTC signalling, media flow, and real-time voice delivery. • Read, understand, and reason about scripts and automation used by engineering teams to support delivery, troubleshooting, and operational efficiency. • Work closely with other Services Engineers, platform engineers, and AI teams to enable end-to-end delivery, including routing and managing audio streams for AI-driven use cases. • Stay current with evolving voice, CCaaS, and WebRTC technologies, proactively learning and applying new approaches to improve delivery speed and quality.

• Manage all phases of product implementations, including: Project planning • Requirements capture • Testing and delivery • Client communication • Launch support • Data migration and integration support and coordination • Understand complex business requirements and translate customer needs into configuration solutions while enforcing best practices. • Act as a trusted advisor with comprehensive product knowledge, aiming to understand client goals and pain points while advising on optimal product configurations. • Define and adhere to project schedules, managing competing priorities and mitigating risks. • Adhere to established internal processes and methodologies to consistently and efficiently onboard customers to Vodori. • Proactively identify any potential blockers or gaps in customer implementations and escalate appropriately.

• Own the configuration, deployment, and customer enablement of First Due's Scheduling module • Configure the Scheduling module to match each agency's staffing policy • Lead requirements-gathering sessions • Validate configurations against real agency scenarios • Partner with the assigned Implementation Manager

• Own the configuration, deployment, and customer enablement of First Due's field response and operations modules: Pre-Planning, Responder, Hydrants, and Command. • Provide on-call complex-configuration support to Essentials. • Partner with the assigned Implementation Manager to deliver milestones on plan, surfacing risks early. • Maintain accurate project status, level-of-effort actuals, and configuration documentation in Rocketlane. • Surface product gaps, defects, and enhancement requests for the cluster to the Team Manager and Product organization.