*Candidates must work Alaska time zone business hours
GCI's 911 Compliance Analyst will be meaningful part of GCI's overall strategy. This role will champion compliance within the CTO Operations Service Assurance group. Develop and Enforce policies, and processes to ensure successful routing of 911 and emergency calls within the company's network and to Public Safety Answering Points (PSAPs). Implement and Enforce policy, monitoring, reporting, and issue resolution. Position will be the primary point of contact for all departments, organizations and authorities dealing with telecom emergency & restoration services. Ensure that all services, processes, and systems comply with enterprise policies and legal requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
911 Reporting/PSAP's
Develop and Enforce policies, processes, and procedures to ensure successful routing of 911 and emergency calls within the company's network and to Public Safety Answering Points (PSAPs).
Work with Service Management Center to Identify, track and report FCC, 911 Issues &. Communicate outage information internally and to relevant 911 agencies. Generate and distribute weekly reports to Senior Leadership on Project Pipeline, Issues, and Improvements. Collaborate with cross functional teams to update documentation needed to Identify, Respond, and Restore 911 Service Delivery.
Be the primary contact with PSAPs, the State Troopers and any other local and state agencies handling 911, Quarterly or Bi-Annual Audits. Coordinate request with 3rd party E911 service vendors. Be the liaison with 911 industry organizations including National Emergency Number Association (NENA), and Association of Public Safety Communications Officials International (APCO).
Service Assurance & Compliance
Maintain 911 Wireless Outage Calculator quarterly mandate from the FCC
Collaborate through technical, business, operational, and legal/ compliance questions as a subject matter expert for E911. Ensure E911 projects are completed per FCC & Regulatory time frames.
Support the TAC Compliance Filings i.e., NORS, PSAP, RCA & NOTAMs
Complete Engineering request forms for 911 Route change requests, mgmt. with Traffic Engineering group.
Manage 911 SharePoint/Cherwell updates when needed
COMPETENCIES:
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalents.
Demonstrated ability to access the FCC database and open and close tickets
Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions.
Excellent verbal and written communication required. Must be able to articulate information in presentation format in front of internal and external customers.
Must be able to perform in high stressful situations and deal with all levels of customer management.
Must be able to deal with conflict in a professional and courteous manner.
Position may require some travel.
Technical:
A high-level understanding of wireline, wireless, and broadband networks, within a telecommunication industry preferred.
Knowledgeable of federal, state, and local statutes governing the aggregation and delivery of 911 traffic to Public Safety Answering Points or the ability to gain such knowledge at an aggressive rate.
Demonstrated knowledge maintaining organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing organizational strategies.
Requires excellent professional and technical management knowledge and remain current in the industry by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
Demonstrated understanding and experience with strategic planning, financial development, and management planning.
Professional training in switched/packet voice networks, with a broad range of experience in telecommunications, and the ability to guide others in the selection of new 911 technologies.
Additional Job Requirements:
Ensure the company's voice and wireless services consistently meet 911 requirements. Maintains audit-ready controls, monitors routing and location accuracy, executes testing, and supports incident response so customers reach the right PSAPwith correct location information.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Bachelor's Degree in Telecommunications, Engineering, Business Administration, or relevant field.
Minimum of two years' experience with public, private telecom networks or related field. *
Preferred:
Experience with 911 technologies and/or PSAPs.
Telecommunications experience.
Other relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
Work is primarily sedentary, requiring daily routine computer usage.
Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.
Travel & Regulatory Requirements:
Employees are required to have compliant identification when traveling and/or access to regulated facilities. Employees must obtain and maintain the appropriate identification and, when required, successfully participate in and maintain eligibility through applicable background checks in accordance with contractual and federal requirements within ninety (90) days of hire, or within ninety (90) days of any applicable regulatory changes.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.
