• Serve as a subject-matter guide for agencies on QA/QI, training, and coaching best practices within CommsCoach. • Help customers align their evaluation, coaching, and training programs with national standards (e.g., NENA/APCO) and ECC operational norms. • Recommend workflows, evaluation cadences, coaching structures, and training cycles that are realistic for each agency’s size, staffing, and maturity. • Identify “quick wins” and early indicators of success to build confidence and momentum in the use of CommsCoach. • Partner with GovWorx Project Managers, agency project leads, and ECC leadership to guide the functional onboarding work. • Participate in kickoff and milestone meetings to explain the onboarding approach, set expectations, and ensure clarity around roles and responsibilities. • Work directly with supervisors, QA personnel, trainers, and CTOs to understand local policies, workflows, and constraints and reflect them in the platform. • Proactively communicate customer blockers, missing requirements, and adoption risks to Project Managers and internal stakeholders. • Configure CommsCoach to support each agency’s workflows, staffing model, and evaluation structure, grounded in industry best practices and CommsCoach standards. • Design evaluation and training configurations that promote consistency, transparency, and meaningful feedback. • Incorporate relevant operational nuances (e.g., call flows, roles, routing) so that the platform is intuitive and useful for end users. • Collaborate with Technical Services to validate that customer data integrations support the agreed-upon workflows. • Use and refine AI prompts to generate or enhance coaching feedback and training materials. • Deliver clear, structured training to supervisors, QA staff, trainers, CTOs, and administrators across various operational competencies.