Senior Implementation Consultant, Logis Dispatch
Team: Implementation, Logis · Level: Senior Implementation Consultant · Reports to: Team Lead, Implementation (Logis Dispatch) · Location: Remote, United States
Outcome. Dispatch centers go live on Logis Dispatch on the planned date, right the first time, and trust the system from the first call.
About the role
A dispatch center cannot stop to go live. When we implement Logis Dispatch, we change the system a center uses to send help to every call, on a floor that runs 24 hours a day. A good go-live is quiet. A bad one is felt on the next emergency.
You lead our most complex Logis Dispatch implementations from kickoff to handoff: discovery of how the center works today, configuration, interfaces, data, training, and the cutover itself. You are the senior voice on the team, the one others come to when a project gets hard.
Where we are headed
Logis Dispatch is growing across North America and Europe, and into new kinds of customers such as mobile integrated health programs. The product is moving to the cloud and the browser, which will change how fast a center can go live.
You will lead the projects that set the standard, and help design the faster way we will implement next.
Who ESO is
ESO is the first responder for the first responders. We build software and data products for EMS agencies, fire departments, hospitals, and government stakeholders, and serve more than 18,000 customers. Our mission is to improve community health and safety outcomes through the power of data.
How you support the mission
You support the mission by making sure dispatchers can trust the system in front of them from the first call after cutover. When a center goes live well, crews get to calls faster and leaders can see what is working.
You support your team by setting the standard: you follow the playbook, improve it, and help newer consultants run their first go-lives.
What you will do
Lead each implementation
- Own a set of Logis Dispatch implementations, including the largest and most complex, each on a dated plan in the project management platform with health, risks, and next steps current every week.
- Run discovery with the center: call types, response plans, units and stations, geography, and the workflows of call-takers, dispatchers, and supervisors.
- Raise risks early to your team lead and the customer, with a plan to recover.
Configure, connect, and cut over
- Configure Logis Dispatch to the configuration standards, including mapping and unit recommendations.
- Work with Integration Engineering on interfaces: ePCR, billing, mapping and vehicle location, telephony, and paging.
- Plan and run the cutover with the center, often on site, with a rollback plan and a go or no-go call.
Train, hand off, and raise the bar
- Train call-takers, dispatchers, supervisors, and administrators on the workflows they will use every shift.
- Hand off cleanly at go-live: Logis Dispatch support in Customer Care owns tickets, and Customer Success owns the relationship.
- Mentor newer consultants and keep the implementation playbook current with what each project teaches us.
Time tracking
- Log your time in real time, as you finish each issue or task, in the time tracking system, by customer and type of work.
How success is measured
- Go-lives on the date in the project plan, and right the first time, with no serious incident caused by the setup in the first 30 days.
- Time to value: days from kickoff to the center running live calls in Logis Dispatch, against the standard for the project size.
- Every project plan current each week: dates, health, and next steps.
- Customer satisfaction (CSAT) at go-live and at handoff.
- Clean handoffs: tickets in the first 60 days after go-live go to support, not back to you.
- Time logged in real time and completely, to the team standard.
Your first 90 days
By day 30. Systems access; Logis Dispatch configuration standards and the playbook learned; met every customer in your set and taken over each project plan.
By day 60. Every project in your set on a current, dated plan. First discovery or configuration milestone delivered to the checklist.
By day 90. Owning your full set of implementations, with a cutover planned or delivered, and mentoring at least one newer consultant.
Dispatch and emergency communications fundamentals
You bring these on day one, at the depth of someone who has implemented or run a dispatch system:
- How a call moves through a communication center: call-taking, triage, dispatch, unit status, and closing the incident.
- The parts of a dispatch system and what each user does in it: call-takers, dispatchers, supervisors, and field crews on mobile.
- What connects to the dispatch system and why it matters: ePCR, records management, mapping and vehicle location, radio, telephony, and paging.
- What a bad day looks like on a dispatch floor, and why a slow answer from us is a problem for the people they serve.
How you grow here
We grow people through skill badges: short, practical certifications in our products and in the craft of the role. Your badges shape your development plan and open the next role.
- By day 90: The Logis Dispatch implementation badges: discovery, configuration standards, interfaces, cutover, and training. Plus the AI working badge: one cutover plan drafted with the assistant and reviewed to standard.
- By 12 months: The advanced badges: multi-agency and international projects, recovering a project that has slipped, and certifying new consultants. Plus the validator badge: signing off assistant-drafted project status for your set.
- Where it leads: Team Lead, Implementation (Logis Dispatch); Integration Engineering, Logis; or a Success Specialist or CSM role for dispatch customers.
Tools you will use
Tool
What you use it for
Project management platform
Every project plan, its dates, health, and next steps
Customer relationship management (CRM) system
The handoff from Sales: scope and what was promised
Logis Dispatch
Configuration, and the test system for rehearsing the cutover
Ticketing system
Escalations during and just after go-live
Customer success platform
Account health, shared with Customer Success
Team chat
Quick questions and coordination with your team and other teams
Time tracking system
Your time by customer and type of work
AI workspace and assistants
First drafts of configuration checks, cutover plans, training material, and customer updates inside the project platform; you review every one.
What you bring
Who does well here
You will do well here if you have implemented a dispatch system or run one in a communications center, have led live cutovers, and want bigger and more complex projects.
You will also do well if you are a strong implementer ready for the senior seat, and hungry to be the person others come to.
Required
- Four or more years implementing dispatch or other public-safety software, or running the system in a 911 or dispatch center.
- You have planned and led a live cutover on a working dispatch floor.
- Comfort with how systems connect: interfaces, mapping, and data moving between systems.
- You run several complex projects at once, and you stay calm and clear with a customer under pressure.
- Able to travel for on-site go-lives.
Nice to have
- Experience with Logis Dispatch.
- A dispatcher or telecommunicator background, or EMD or EFD certification.
- Experience with multi-agency, mobile integrated health (MIH), or international dispatch projects.
If you meet most of this and the work excites you, apply. We would rather talk with a strong candidate who took a different path than miss one.
How the role fits
Team and level
Implementation, Logis · Senior Implementation Consultant
Reports to
Team Lead, Implementation (Logis Dispatch), under the Director of Implementation, Logis
Leads
No one; mentors newer consultants
Works closely with
Integration Engineering, Logis; Logis Dispatch support in Customer Care; Customer Success, Logis
How you will use AI
Today: AI helps draft configuration checks, cutover plans, training material, and customer updates; you review every one.
Where we are heading: More of the checking and documenting done by AI, so you spend your time with the center and on the hard configuration questions.
What stays with you: The go or no-go call on a cutover, any change to a live dispatch system, and every conversation with a customer about a problem. If an AI assistant drafted it and you signed it, it is yours. You can stop any automated step on your work, and we expect you to when something looks wrong.
Agents you work with
Some of your colleagues are software. These are the assistants that draft, check, and flag work for this role today or in the coming year:
- The project assistant: Drafts your weekly plan health and flags slipped dates; you confirm before it is published.
- The Logis knowledge assistant: Answers configuration and product questions from the product itself; you check the answer before it reaches the center.
- The capacity engine: Reads your plans nightly and raises late go-lives and load to the council; the go or no-go call stays yours.
You confirm or correct what they produce before it reaches a customer or a record. Their work counts only when the measures above hold.
Why ESO
We build technology for people who run toward emergencies. That sense of purpose runs through how we hire, how we build, and how we show up for our customers. You will work alongside people who care about the communities first responders serve, in a remote, collaborative team that invests in your growth.
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
- Competitive health plans (medical, dental, & vision insurance)
- PTO (starting at 20 days) & 12 company holidays
- 401(k) with company match
- Telemedicine service provided by ESO
- Savings accounts (FSA, HSA, DCA)
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, & flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
About ESO
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.
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