Software Engineer, Call Handling & Text Communications

Description

Role Overview

The Software Engineer, Call Handling & Text Communications role is a key member of our Engineering team, responsible for owning and advancing four mission-critical INdigital software products: MEVO (Managed Emergency Voice Operations), Texty (Text-to-911 Platform), ETG (Emergency Text Gateway), and TCAPI (Text Control API). These products serve over 60 million people across 26 states and operate at the heart of North America’s emergency communications infrastructure.

When someone calls 9-1-1, the technology has to work. We make sure it does.

At INDIGITAL, public safety isn't a product line — it's a mission. We are a purpose-built Next Generation 9-1-1 software and services company, and every single person on our team, from engineers to support specialists to market managers, is focused on one thing: keeping North America’s emergency communications infrastructure reliable, modern, and ready when lives are on the line.

That mission shows up in how we build, how we support, and how we show up for our customers every day. We own our technology platform — we control our own quality, drive our own innovation, and stay ahead of evolving NG911 standards. Our deployments span 25 states at every scale, from individual PSAPs to full statewide ESInet and NGCS solutions serving millions of residents — and we put in-state, experienced resources on the ground for every single one.

When you join INDIGITAL, you join a driven and accountable team where your contributions are visible, your growth is real, and your work has a direct impact on the infrastructure behind every emergency call made.

9-1-1 is not what we do. It's our Calling. Come build it with us.

Core Responsibilities

• As Product Owner of these important software systems and applications, drive the engineering and product design lifecycle for Text Call Handling and broader Call Handling applications; provide end-to-end technical leadership and architectural oversight for the NG9-1-1 suite from initial concept to production deployment.
• Design, document, and develop SIP-based call processing, and media handling logic compliant with NENA’s i3 (NENA-STA-010.3) and emerging NGPSAP standards for ESInet-connected PSAPs.
• Develop and maintain Real-Time Text (RTT, RFC 4103), RCS and MSRP-based text-to-911 features, ensuring seamless handoff between OSPs, text control centers (TCCs), and call-taker positions.
• Mentor INDIGITAL’s development teams to build converged multimedia capabilities (voice, video relay, RTT, images, telematics/AACN data) into the call-taker workstation and back-end call processing systems.
• Collaborate with PSAP customers, 9-1-1 Authorities, telecom carriers, and standards bodies to translate operational requirements into product features and technical specifications.

Professional Responsibilities

• Serve as a knowledgeable and responsive point of contact for internal stakeholders, including Product, NOC/NSOC, and Implementation teams, regarding MEVO, Texty, ETG and TCAPI.
• Communicate clearly and proactively on project status, technical risks, and delivery timelines.
• Collaborate with CAD vendor engineers and external integration partners in a professional, solution-oriented manner.
• Contribute to continuous improvement of engineering processes, tooling, and team practices.
• Mentor junior engineers and share domain expertise across the team as the role evolves.
• Maintain accountability for assigned product areas, raising blockers and risks early rather than waiting for escalation.
• Represent INdigital’s technical capabilities with integrity and professionalism in all cross-functional interactions.

Requirements

Required Knowledge, Skills & Abilities

Technical

• Proficiency in one or more backend programming languages such as Python, Java, Go, or C#; familiarity with JavaScript/TypeScript for web-based application layers.
• Familiar with Open-source telecom stacks: Kamailio, OpenSIPS, FreeSWITCH, Asterisk, drachtio; experience extending or embedding them in commercial products.
• Working knowledge of VoIP and signaling: SIP (RFC 3261 and full extension family), SDP, RTP/SRTP, RTCP, ICE/STUN/TURN, WebRTC, B2BUA design patterns, SBC concepts, and real-time communications protocols in production environments.
• Working knowledge of Text and multimedia messaging: Real-Time Text (RFC 4103/T.140), MSRP (RFC 4975/4976), CPIM, SMS/MMS-to-911 gateway interactions.
• Experience designing and maintaining RESTful APIs, including authentication, rate limiting, versioning, and audit logging.
• Familiarity with cloud-native application development and deployment (AWS, Azure, or GCP); experience with containerization (Docker/Kubernetes) preferred.
• Understanding of high-availability distributed systems design, including failover patterns, redundancy, and disaster recovery.
• Experience with relational and/or NoSQL databases; ability to write and optimize queries.
• Proficiency with source control systems (Git) and CI/CD pipelines.
• Ability to read and produce technical documentation including API specifications, architecture diagrams, and deployment runbooks.
• Familiarity with telecom or public safety standards (NENA i3, ATIS JSTD-110, NG911) is a significant plus; willingness to develop deep expertise in these areas is required.

Professional

• Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical users.
• Strong organizational skills, attention to detail, and a commitment to accuracy.
• Effective time management and ability to prioritize competing demands in a fast-paced environment.
• High degree of accountability, ownership, and dedication to consistent, quality customer service.
• Ability to work independently and collaboratively across all levels of the organization.

Education, Experience & Certifications

• Education: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical field required. Equivalent combination of education and applied professional experience may be considered in lieu of a degree.
• 3–5 years of professional software development experience, with a track record of owning features or modules from design through production.
• Experience working with external integration partners or third-party API consumers preferred.
• Experience in telecommunications, public safety, or other mission-critical infrastructure sectors is a strong plus.

Additional Requirements

• Willingness to work a flexible schedule as needed to meet departmental objectives; must remain accessible via communication device and coordinate coverage when unavailable.
• Occasional meetings or planning discussions may be scheduled outside of regular business hours.
• Valid driver's license required.
• Must maintain a professional appearance and clean workspace, including appropriate attire and safety equipment when required.
• INdigital is a 100% certified drug and substance-free workplace.

_To successfully perform the functions of this role, the selected candidate must demonstrate the willingness and ability to carry out each essential responsibility with a satisfactory level of proficiency. The details above are representative and do not constitute an exhaustive list of all required knowledge, skills, and abilities.

_Benefits & Compensation Highlights

• We offer competitive compensation commensurate with experience.
• Unlimited PTO — flexible time off for vacation, personal, and sick needs, effective after 30 days of employment
• Comprehensive Health Benefits — medical (HDHP), dental, vision, and HSA, effective the first of the month following 30 days of employment.
• Life & Disability Insurance — group life, voluntary supplemental life, and company paid short-term disability and voluntary long-term disability coverage.
• 401(k) with Strong Company Match — 100% match up to 5% of salary, plus a 3% Safe Harbor contribution and 2% discretionary profit share, after one year of service.
• Technology Allowance — monthly stipend for internet and phone.

Equal Employment Opportunity

INdigital and its affiliate companies consider applicants solely on the basis of qualifications, without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Employment is contingent on eligibility to legally work in the United States.