Responsibilities

Oversee and direct Level 2 and Level 3 technical teams focused on system installations and project implementations.
Organize, prioritize, and delegate technical tasks across NG911 and non-911 initiatives.
Foster technical team growth through coaching, skill development, and performance feedback.
Engage in staff performance assessments to promote team consistency and operational efficiency.
Integrate AI-powered tools into daily workflows to boost productivity and enhance support quality.
Serve as the main point of contact for resolving advanced technical escalations.
Review and approve system architectures and deployment strategies per NG911 and client specifications.
Ensure technical configurations are consistent, standardized, and meet quality benchmarks across deployments.
Provide hands-on support throughout deployment lifecycles, from design to live production launch.
Collaborate with Project Managers to verify technical feasibility, meet delivery timelines, and maintain quality.
Take part in integration testing, system upgrades, data migrations, and critical go-live transitions.
Ensure smooth handover to operations and ongoing post-deployment support teams.
Troubleshoot and resolve complex technical issues in FreeSWITCH-based SBC and PBX environments.
Diagnose and fix advanced problems in AVAYA telephony systems and related integrations.
Address intricate issues affecting NG911 and non-911 call routing and dialplan configurations.
Resolve technical challenges involving I3CI, ACD, and SIPREC protocols.
Investigate and resolve issues tied to ESInet integrations with providers like Bell and Telus, as well as private networks.
Analyze system logs, performance metrics, and behavior patterns to identify root causes of issues.
Work with Engineering, Product teams, and external partners such as AVAYA during major outages or complex escalations.
Establish, document, and update technical deployment standards and best practices.
Maintain accurate and accessible technical documentation, including deployment guides and escalation protocols.
Support ongoing refinement of deployment, escalation, and operational support processes.

Benefits

Comprehensive benefits package offered. Base salary may be supplemented by variable compensation such as incentive plans or performance-based bonuses. Pay is competitive and reflects role impact, skills, experience, education, training, internal equity, market benchmarks, and organizational needs.

Compensation

Competitive, with potential for variable compensation including incentives or discretionary bonuses based on performance and role requirements.

Work Arrangement

Not specified

Team

Technical deployment and escalation support team

Other

Proficiency in both English and French is mandatory.
The role requires a security clearance issued by the Government of Canada.
Applicants must be legally eligible to work in Canada.
Must obtain and retain a Reliability security clearance.
Certain client contracts may require additional security verification steps.
Maintaining all required security clearances is a condition of employment.

Not specified