Senior Implementation Consultant, Logis Dispatch

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 t