Implementation Specialist
About Aurelian
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.
Why Join 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).
What You’ll Be Doing:
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
Who We’re Looking For:
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!
Benefits
Medical, dental & vision insurance coverage
Unlimited PTO
WFH stipend for home office
Relocation stipend