Implementation Specialist

Aurelian automates non-emergency calls for 9-1-1 centers. We do this through an AI-powered operator that routes, triages, and resolves calls without the need for human intervention. By doing this, we let 9-1-1 dispatchers focus their time and energy where it’s needed most: actual emergencies.

Nationwide, the average emergency communications center (ECC) is 30% understaffed. Staffing shortages have lead to call-taker burnout and attrition, which is exacerbating the problem even more. Post COVID, wait times for 9-1-1 calls have reached a boiling point; imagine, in the most stressful situation of your life, waiting on hold for over a minute.

But what’s most shocking is 60-80% of the calls 9-1-1 operators take aren’t even emergencies. They’re administrative calls that have been punted to ECCs: noise complaints, lost dogs, paying parking tickets, etc. Our conversational AI answers these administrative calls, reducing hold times, and freeing up human operators to deal with emergent situations.

Aurelian is currently live in centers across the country, and answers thousands of non-emergency calls every day. We are hiring people to help us continue to scale and make real positive impact on public safety infrastructure in the US.

As an Implementation Specialist, you’ll play a critical role in ensuring our customers have a smooth, successful onboarding experience. You'll act as the bridge between our engineering team and our customers —managing the setup, configuration, and launch of our product(s).

• Lead the end-to-end implementation process for new customers, from kickoff to go-live

• Gather and analyze client requirements to tailor our platform to their workflows

• Configure customer environments, dashboards, and integrations based on best practices

• Develop clear project plans, timelines, and milestones, and communicate progress to internal and external stakeholders

• Conduct training sessions and knowledge transfer for client teams

• Troubleshoot and resolve technical and operational issues during onboarding

• Continuously document and refine implementation playbooks, templates, and checklists

• Serve as a trusted advisor to clients, ensuring a positive onboarding experience and smooth handoff

• Moonlight as our support team, answering tickets and helping the Customer Success team ensure continued care post go-live

• 2-4 years experience in an Implementation, Onboarding, Solutions Consultant, or similar customer-facing role (SaaS experience preferred)

• Experience in public safety / 9-1-1 is a nice to have

• Strong project management skills and ability to juggle multiple customer projects

• Excellent communication and interpersonal skills

• Technical aptitude—comfortable learning software platforms and understanding complex business logic

• Analytical mindset and problem-solving ability

• Experience working cross-functionally with technical and non-technical teams

• Familiarity with tools such as Google Sheets, project management platforms (Asana, Monday, Jira, etc.), and CRM systems

• Bonus: Exposure to Azure, call handling equipment, etc.

• Bonus: Experience with GIS
  

If you’re eager to make technology that matters and want to shape the future of emergency communications, we’d love to hear from you!

• Medical, dental & vision insurance coverage

• Unlimited PTO

• WFH stipend for home office

• Relocation stipend