Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

We provide Next Generation 911 and embedded AI solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. As a leader in AI agent work in the industry, our products provide measurable impact (fewer abandoned calls, faster resolution, better outcomes for callers). If you want to push the frontier of what agentic AI can do in a mission-critical environment, this is the seat.

Job Description

As an AI Application Specialist you will own the agent build for new customer deployments for Non-Emergency Call Agent offerings. You take an agency's policies, SOPs, and call patterns and turn them into the behavior of an AI agent that handles real calls coming into a 911 center. This is not generic SaaS configuration work. Every deployment requires real judgment about how the agent should respond, escalate, and hand off, in an environment where getting it wrong has consequences.

Responsibilities:

Lead agent build end to end for assigned customer deployments
Run SOP workshops with customer ops leads to map call types, triage logic, escalation rules, and transfer destinations
Translate phone trees, training manuals, and call recordings into executable agent behavior through structured prompts and configuration
Iterate prompts and agent logic against UAT feedback and live-call learnings
Partner with the Project Manager on weekly customer check-ins; own the technical narrative with the customer
Run QA on agent behavior post-go-live and feed findings into the continuous improvement loop
Contribute to and improve Hyper's standard SOP library across deployments
Coordinate with Integration Engineering on telephony, SSO, and CAD integration handoffs

Requirements

Demonstrated fluency with LLMs and prompt engineering. We care about evidence of capability (prior work, side projects, hands-on learning) more than formal credentials
Strong written communication. Ability to take messy operational input and turn it into clear, structured agent behavior
Comfort working in ambiguity and iterating fast against real customer feedback
Experience facilitating technical workshops or discovery sessions with non-technical stakeholders
Public safety, 911, or contact center background preferred
Telephony, SIP, or CCaaS fluency preferred
Experience with agentic AI systems beyond conversational chatbots preferred
Background in regulated or mission-critical industries (healthcare, aviation, public sector) preferred

Target Base Salary Range: $85,000 - $95,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

#LI-LD

Basic Requirements

3+ years in a technical, customer-facing role: solutions engineering, implementation engineering, prompt engineering, applied AI/ML, or similar
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Must be able to obtain background clearance as required by government customer.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.