Salary Range: $77,912 to $110,866
Job Code: OOC2G
Job Title: E911 Specialist
When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica
About Us:
Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future proofing for tomorrow. Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.
Job Description:
Project Managers for our 9-1-1 Programs.
Multi-state 9-1-1 responsibilities by area.
Manage the 9-1-1 Products and Customer Experience in assigned service areas.
Responsibilities:
Teams allow backup.
- Face of Frontier for external 9-1-1 customers and expert authority for 9-1-1 for internal partners.
Leverage relationship with external customers to promote company initiatives or avoid negative exposure.
Develop/conduct presentations for internal/external customers concerning 9-1-1 program/product and or industry changes.
Ensure compliance with all state and federal 9-1-1 requirements.
Ensure Best Practices or NENA (National Emergency Number Association) Standards are used.
Interface with State and Federal Agencies such as Homeland Security, FEMA and Ginna Nuclear Agencies Emergency for disaster training activities (e.g. attack on nuclear power plant, tornado takes out main PSAP (Public Safety Answering Point) and calls must be routed to remote site). 9-1-1 Specialist acts as Frontier’s liaison and escalation point for these exercises or other abnormal situations (i.e. major outages) and has the authority to furnish any additional resources or lead activities involving Frontier.
Available to their internal and external customers, 24 X 7 x 365. The 9-1-1 Specialist is the single point of contact for the stakeholders detailed below. As part of their project management, they autonomously drive issues, both 9-1-1 and others, to closure. Address emergency service requirements; execute on-site project management of system upgrades and replacements, support installation of new circuits/equipment and other related activities. They address 9-1-1 customer issues with independent authority to escalate to whatever level necessary to resolve customer issues/complaints. They are a pivotal team member that coordinates the activities of the following groups:
Customers at 9-1-1 County Jurisdictions:
- Director/Assistant Director of Emergency Management
- County Sheriff and State Police
- County Shift Supervisors / Communications Supervisor
Frontier personnel:
- Frontier 9-1-1 Customer Care Center – Repair/Dispatch
- Local Frontier Technicians that work on 9-1-1 Network or CPE
- Tier 2 CPE or Database Support groups
- Regulatory Reporting Team for PSC and FCC outage reporting
- External Communications Managers
- Regional President’s/GM-LAM’s/Local Operations-Engineering management
External resources:
- Connecting ILECs, CLECs, Wireless and VoIP Carriers
- 9-1-1 Vendors that monitor/support Jurisdictional Networks
Represent Frontier in many areas. Examples:
- Team members actively sit on local 9-1-1 Boards or state industry telecommunications associations.
- Team members active on National Committees to design new 9-1-1 features, standards and IP 9-1-1. CPE, Network and Databases.
- Aid Legal and Regulatory in answering inquiries regarding 9-1-1 or 9-1-1 Service to PSCs and FCC. Converses with PSC staff to educate them on 9-1-1 operations and aid them in developing new rules for 9-1-1.
- 9-1-1 Specialists are accountable to our 9-1-1 customers to whom they provide:
- Recommendations for Network configuration, equipment and product selection, 9-1-1 PSAP disaster planning, circuit redesign, diverse routing, industry analysis (standards, technology, funding), Governmental (Federal, State and Local) reviews.
- Information on new products and features.
- Develop information for jurisdiction’s 9-1-1 networks and backups.
- Obtain answers for any 9-1-1 Jurisdiction’s questions about telecommunications or Frontier Circuit and equipment configuration, redundancy, billing, etc.
- Interface with Sales to help represent the jurisdiction’s interests.
- Aid customers on VoIP or wireless issues or difficulties.
- Project Manage and lead cutovers or upgrades for 9-1-1 Jurisdictions.
- During outages, network or CPE, they:
- Lead the outage towards resolution and provide guidance to all involved.
- Utilize individual judgment and authorize internal departments to complete the defined rerouting requirement plan.
- Knowledge to evaluate progression of reroute and at own discretion quickly develop alternate solutions to ensure 9-1-1 call flow. Has authority to direct internal partners to implement the developed alternate solution.
- Provide required notification for inter-company contacts, jurisdictions and intra-company personnel ensuring updates are provided as needed.
- Work with Government / Media Relations to review and edit Frontier media announcements for accuracy prior to being released.
- Authorize for immediate dispatch or hold for first AM.
- Determine and pursue escalations independently.
- Leads effort to develop company response with internal partners and Legal to provide root cause analysis including actions taken by company to eliminate future occurrences and presents to customer.
- Facilitate county jurisdictional requests for additional Frontier involvement for special cases. (e.g. hostage situations, command post landlines, or barricaded individual with firearms)
- These employees are remote from their supervisors and are required to make decisions to address issues such as when to escalate and who to involve during an outage. They have the knowledge and authority to act independently and lead internal Frontier partners to resolve issues and move ahead with solutions. They are held accountable for all their customer issues while simultaneously supporting internal partners that have direct interaction with the customers by removing barriers and promoting process improvement to increase customer satisfaction.
- Specialists develop their own schedules and adjust them to meet business needs on a daily basis.
- As they manage projects, Specialists are expansive knowledge about the company’s inter-dependencies and very knowledgeable on the telephone companies’ inter-workings and networking with other carriers. Such knowledge allows them to execute complex customer support to resolve issues and obtain answers for the customer independent of supervision; they have the knowledge and authority to defuse high visibility issues with speed and accuracy.
- Specialists collect and maintain 9-1-1 Jurisdictional databases used by the 9-1-1 Customer Care Center and others for contact information, network design, maintenance agreements and other general information needed for outage situations and possible billing if T&E is required.
- Specialists are Subject Matter Experts on 9-1-1 CPE, networks including tandems, databases and technology in general. They advise or direct many teams on how to build the network, default route calls, overflow route calls, develop contingency plans, develop MSAGs and addressing, pANI (Pseudo) routing for VoIP and wireless, non-emergency call handling and many other aspects of 9-1-1.
- Specialists are a recognized and trusted service support resource by Frontier’s 9-1-1 customers (Executive Directors, staff) – supporting revenue existing revenue and helping to position new revenue opportunities.
Frontier salaries estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.