E 911 Specialist
As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America—creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!
What we're seeking:
Act as the primary point of contact and customer advocate in the planning, delivery, and support of Frontier 9-1-1 products and emergency communications services for [ state(s)] and other [Region] operating area states including [state(s) assigned] and others as assigned. The 9-1-1 Specialist will work in conjunction with the Frontier 9-1-1 Sales, Project Management, 9-1-1 Customer Care Center, Regulatory, and all related Frontier internal departments supporting 9-1-1 to monitor, address and resolve all customer issues to meet or exceed 9-1-1 service agreements and expectations. The 9-1-1 Specialist serves as an escalation point for trouble resolution and is available on a 7x24x 365 basis. Travel within the assigned service territory will be required. In this hybrid role, you will have a defined work location HUB that includes work from home and assigned days in the office set by your manager.
What we need in you:
What you'll do:
The primary point of 9-1-1 services contact to ensure the ongoing availability, integrity, and quality of Frontier 9-1-1 products and service delivery. Field and manage service issues, questions, and information requirements to the appropriate workgroup(s) for resolution
Monitor 9-1-1 service impacting notifications and assist the 9-1-1 Customer Care Center in resolving customer troubles; support service restoration and escalate as appropriate
Educate PSAP customers and stakeholders about 9-1-1 industry changes, technology trends, and contingency planning. Position Frontier for sales opportunities
Maintain working knowledge of PSAP operations, technology developments, trends, and issues impacting the 9-1-1 industry
Maintain working knowledge of 9-1-1 network services, architecture, systems, CPE, and ancillary components
Identify, position, and support sales opportunities with the national and regional 9-1-1 sales team(s)
Maintain awareness of specific Frontier contractual obligations to 9-1-1 authorities; support billing audit requirements and reconcile billing issues; facilitate Project Acceptance sign-off Interface with Legal, Regulatory, and Public Relations/Media Relations Departments concerning litigation, network events/outages, and 9-1-1 inquiries
Assist with internal workgroup(s) in developing tariff revisions and assessment /selection of 9-1-1 products
Interface with Frontier channel partners, other service providers, and third parties to ensure successful service deployments and resolve customer issues
Interface with all internal departments to resolve 9-1-1 problems reported by non-PSAP customers (residence and business clients)
Act as customer liaison and advocate with Directors and Senior Leadership within Frontier as well as local and state policymakers and authorities
Act as subject matter expert and advising member of project teams for the following:
PSAP / 9-1-1 System network architecture, operations, service parameters
PSAP moves, adds, and changes
Tandem /network rearrangements
Major database rearrangements or replacements
Major technology upgrades by Frontier and other local companies; other items where warranted related to 9-1-1 service level quality
Notify 9-1-1 authorities / PSAPs of planned work and coordinate to accommodate PSAP requirements
Maintain availability to customers 24x7x365 except vacation days and times arranged with the agreement of management
What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer includes:
Salary Range: $53,000 to $172,000
20 PTO (Paid Time Off) days + 10 paid holidays per year
Day one medical, dental, vision and prescription drug plan
401k match of 50% on 6% of eligible compensation
Tuition Assistance Program
Personal & Work Life Balance Resources & Wellness Support Assistance
Employee Resource Groups
Same-sex spouse and domestic partner benefits coverage
10 weeks of paid parental leave, & a phased return to work program for new parents
Up to $10k in adoption program assistance
3 weeks of paid caregiver leave
What background you should have:
Working knowledge of Basic 9-1-1, Enhanced 9-1-1, network architecture, database functionality, and related operational components
Understanding of Next Generation 9-1-1 principles, network elements, IP technology, and related components
Ability to effectively communicate with 9-1-1 governance authorities, Frontier departmental managers/technicians, and Senior Leadership
Ability to effectively prioritize, facilitate, and project manage 9-1-1 service-related requirements
Willingness to provide support 7x24x365 to address and facilitate the resolution of 9-1-1 service impacting and non-service impacting issues
Training and Certification (Preferred):
Bachelor of Arts / Science (Telecommunications, Data networking, IT, other) or equivalent experience
Network design/translations, PSTN, VoIP, switching technologies
Certifications: Emergency Number Professional (ENP), Registered Public-Safety Leader (RPL), Project Management Professional (PMP), Cisco / IT related certifications
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.
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 based on disability.