Implementation and Support Manager

The Implementation & Support Manager is a technical, hands-on role responsible for coordinating, executing, and supporting the deployment of NG911 and ESInet services. This position manages implementation activities and serves as a subject matter expert across pre-deployment planning, acceptance test plans (ATP), and post-implementation support., * Lead the successful delivery of NG911 deployments, ensuring timelines, quality, and scope are met.

• Drive testing, integration, and migration readiness activities across PSAPs and OSPs.
• Provide subject matter expertise on NG911 call flow, systems, and processes.
• Collaborate with project leads, subcontractors, and stakeholders to manage technical integrations.
• Lead and coordinate NG911 and ESInet implementation activities, ensuring accurate configuration, testing, and successful service activation.
• Manage pre-implementation tasks such as requirements validation, technical planning, documentation prep, and customer readiness.
• Execute and oversee Acceptance Testing Plan (ATP) activities, including troubleshooting, validation, and issue resolution.
• Serve as a technical subject matter expert (SME) for NG911, PSAP operations, call routing, and public-safety network architecture.
• Provide and/or coordinate Tier 2/Tier 3 support for complex NG911-related issues, collaborating closely with Engineering and the NOC.
• Perform post-implementation support, ensuring smooth transition to production, monitoring performance, and resolving escalations.
• Maintain detailed documentation, implementation plans, test results, and operational runbooks.
• Deliver clear updates, technical reports, and executive-level summaries on project status, risks, and performance metrics.
• Identify gaps in processes or configurations and drive continuous improvement in implementation and support workflows.
• Coordinate vendor interactions and inter-team communication to ensure timely issue resolution and service stability.

The ideal candidate brings deep technical expertise in public-safety communications, strong operational discipline, and the ability to work cross-functionally with engineering, NOC, operations, and customer teams. This role requires excellent problem-solving abilities, attention to detail, and comfort operating in a fast-paced, high-impact environment., * 6+ years of Emergency Services Telecom experience.

• Demonstrated expertise in NG911 systems, PSAP operations, and public safety communications.
• Proven experience in NOC, Tier 2/Tier 3 support, or network operations support.
• Strong understanding of networking protocols (SS7, TCP/IP, SIP, multicast, Ethernet, etc.) and monitoring tools.
• Exceptional technical leadership and people management skills.
• Strong organizational, planning, and execution capabilities.
• Analytical mindset with proven troubleshooting/problem-solving expertise.
• Outstanding communication and presentation skills, including executive-level reporting.
• Ability to thrive in a fast-paced, high-visibility role requiring both strategic oversight and hands-on execution.
• NG911/Public Safety or Telecommunications background strongly preferred.

Education:

• Bachelor’s degree or equivalent work experience

This position requires compliance with Comtech’s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use - including marijuana, regardless of state law - is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.

The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.

At Comtech Telecommunications Corp, in the Allerium business segment, every connection counts. With roughly 700 employees, we design, deploy, and operate the mission-critical communications infrastructure that public safety agencies and emergency responders depend on every minute of every day.

Comtech Allerium is powering Next Generation 911 and carrier emergency services across North America. We are helping shape the future of emergency communications - making it more resilient, scalable, intelligent, and accessible. If you’re looking for work that combines meaningful impact, complex challenges, and the opportunity to build technology people genuinely depend on, there’s a place for you at Comtech Allerium. For more on Allerium, please go to www.allerium.com.