PSAP Customer Service Liaison – NG911 Operations, Stakeholder Engagement & Technical Coordination

About arenaflex – Pioneering the Future of Public Safety Communications

arenaflex is a national leader in next‑generation emergency communications, delivering resilient, secure, and scalable 9‑1‑1 solutions that empower first responders and the communities they protect. With a portfolio that includes the largest end‑to‑end NENA i3 integrated NG911 system in the United States, arenaflex partners with state agencies to modernize emergency call handling, data analytics, and real‑time collaboration across more than 200 Public Safety Answering Points (PSAPs). Our mission is to ensure that every emergency call is answered quickly, accurately, and compassionately—no matter where it originates.

Position Overview

arenaflex is seeking a highly motivated PSAP Customer Service Liaison to serve as the critical bridge between the first‑responder community, PSAP personnel, and arenaflex’s operational teams. This role will be based in Massachusetts (remote work permitted) and will require a blend of technical acumen, exceptional communication skills, and a deep understanding of public safety operations. The successful candidate will champion the needs of PSAPs, drive continuous improvement in customer experience, and support the ongoing evolution of the state‑wide NG911 infrastructure.

Key Responsibilities

• Quarterly Service Review Management: Create, maintain, and execute a comprehensive schedule of service review meetings with each PSAP, ensuring that performance metrics, upcoming changes, and feedback are captured and acted upon.
• PSAP Connectivity Oversight: Define and maintain the official list of PSAPs that require active connections to arenaflex’s State 911 platform (referred to as “arenaflex‑D”). Keep this directory current across all internal systems, including ticketing, knowledge‑base, and notification platforms.
• Ticket & Work Order Stewardship: Monitor incident tickets and work orders in the arenaflex ticketing system, providing timely updates, clarifications, and resolutions to maintain a positive customer experience.
• Technical Consultation for MAC Planning: Act as the subject‑matter expert for Move‑Add‑Change (MAC) initiatives, coordinating with PSAP administrators, arenaflex field teams, and the Network Operations Center (NOC) to ensure seamless implementation.
• Stakeholder Relationship Development: Build and nurture strong relationships with PSAP leadership, first‑responder agencies, and internal arenaflex stakeholders through education, guidance, and proactive communication.
• Escalation Point of Contact: Serve as the primary escalation channel for field teams or the arenaflex NOC when PSAP‑related issues arise, ensuring rapid resolution and clear communication.
• Customer Satisfaction (CSAT) Management: Conduct on‑site CSAT surveys, analyze results, and develop action plans to address identified gaps, driving measurable improvements in service quality.
• Data‑Driven Analysis: Review call‑behavior data to spot anomalies, trends, and opportunities for process enhancements, presenting findings to both internal and external stakeholders.
• Change Control Board (CCB) Representation: Participate in CCB meetings as the PSAP advocate, highlighting potential impacts of proposed changes and ensuring alignment with operational goals.
• Continuous Improvement Initiatives: Identify, propose, and implement process improvements that elevate the overall customer experience and operational efficiency across arenaflex’s NG911 ecosystem.

Essential Qualifications

• Minimum 3 years of hands‑on experience working within a PSAP environment, preferably in Massachusetts.
• Demonstrated ability to translate technical concepts into clear, actionable language for non‑technical audiences.
• Advanced written and verbal communication skills, with a proven track record of delivering professional presentations and documentation.
• Strong interpersonal skills and the ability to influence cross‑functional teams without direct authority.
• Proficiency with Microsoft Office Suite, especially Excel (advanced functions, pivot tables, macros) and Access.
• Solid understanding of NG911 architecture, protocols, and service delivery models as they relate to PSAP operations.
• Valid driver’s license and reliable personal vehicle; ability to travel 25‑50 % throughout Massachusetts (mileage reimbursable).
• Flexibility to work occasional evenings or weekends to support critical incidents or scheduled maintenance windows.

Preferred Qualifications

• Experience with ticketing platforms (e.g., ServiceNow, JIRA) and knowledge‑management systems.
• Certification or coursework in emergency communications, public safety technology, or related fields.
• Familiarity with network technologies such as MPLS, VPN, and IP‑based voice routing.
• Previous involvement in MAC planning or large‑scale infrastructure upgrade projects.
• Demonstrated success in driving customer‑centric initiatives that resulted in measurable CSAT improvements.

Core Skills & Competencies

• Customer Advocacy: Passion for representing the needs of first responders and PSAP staff, ensuring their voices shape arenaflex’s service roadmap.
• Analytical Thinking: Ability to interpret call‑flow data, identify patterns, and recommend actionable solutions.
• Project Coordination: Experience managing multiple concurrent initiatives, tracking milestones, and delivering results on schedule.
• Collaboration: Comfortable working with diverse teams—including engineering, operations, legal, and executive leadership—to achieve shared objectives.
• Problem Solving: Proactive approach to troubleshooting, root‑cause analysis, and escalation management.
• Adaptability: Thrive in a fast‑changing environment where technology, regulations, and stakeholder expectations evolve rapidly.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a PSAP Customer Service Liaison, you will have access to:

• Mentorship from senior engineers and program managers who are industry thought leaders.
• Funding for certifications such as NENA‑i3, ITIL, or Project Management Professional (PMP).
• Opportunities to lead cross‑functional initiatives that influence state‑wide emergency communications policy.
• Rotational assignments across arenaflex’s national operations to broaden technical expertise.
• Regular participation in industry conferences, webinars, and workshops focused on NG911 innovation.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $78,600 – $86,600 commensurate with experience, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Flexible retirement plans (401(k) with company match).
• Generous paid time off, holidays, and sick leave.
• Remote‑work flexibility and a home‑office stipend.
• Professional development budget and tuition reimbursement.
• Employee assistance program, wellness initiatives, and fitness‑center discounts.
• Company‑provided mobile device and travel expense reimbursement for mileage.

Work Environment & Culture at arenaflex

At arenaflex, we foster a collaborative, inclusive, and mission‑driven culture. Our teams are united by a shared purpose: to safeguard communities through reliable, cutting‑edge emergency communications. Employees enjoy:

• A supportive leadership team that values transparency and open dialogue.
• Cross‑departmental collaboration that encourages knowledge sharing and innovation.
• Recognition programs that celebrate individual and team achievements.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and respected.
• State‑of‑the‑art tools and technologies that empower you to excel in your role.

Application Process

If you are passionate about public safety, thrive in a dynamic technical environment, and are eager to make a tangible impact on the lives of Massachusetts residents, we want to hear from you. Submit your resume and a compelling cover letter outlining how your experience aligns with the responsibilities and qualifications listed above.

arenaflex is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Take the Next Step

Join arenaflex and become a pivotal part of the nation’s most advanced NG911 ecosystem. Your expertise will directly influence how emergency calls are answered, how data is shared, and how first responders save lives. Apply today and help shape the future of public safety communications.