Systems Analyst

Role Overview

The client is looking for a Senior Systems Analyst to support a Telephony Technology Replacement program across ambulance dispatch and emergency communication centres in Ontario.

The role focuses on analyzing existing telephony systems supporting design and implementation and assisting with the transition to modern public safety telephony platforms primarily using Avaya technologies

Key Responsibilities

• Review and document current telephony setups at dispatch and emergency communication centres

• Develop remediation plans and assess technology impacts for telephony replacement initiatives

• Provide senior level technical support for Avaya Aura softphones PBX ACD VOIP SIP SBC and related data networks

• Support analysis design configuration and implementation of telephony platforms

• Configure and maintain Avaya ESS failover and R10 cluster environments

• Work closely with architects analysts developers vendors and network teams to integrate telephony solutions

• Troubleshoot telephony issues perform root cause analysis and recommend solutions or escalation paths

• Design and support monitoring solutions for telephony services

• Coordinate telephony readiness with network and infrastructure projects

• Prepare technical documentation test plans and implementation artifacts

• Support system testing end to end validation and go live activities

• Guide junior team members by sharing best practices and technical knowledge

• Travel to dispatch centres across Ontario to support transition and operational activities

Required Skills and Experience

Project Management

• Experience gathering requirements and maintaining project schedules or integrated plans

• Experience applying project management processes and communication tools

• Ability to work within strict timelines and budgets

• Experience coordinating multi vendor or large scale initiatives

• Familiarity with OPS Integrated Project Management Framework

Technical Skills Mandatory

• Experience implementing telephony solutions using Avaya Aura and softphone technologies

• Experience deploying Avaya R10 environments

• Experience working in public safety or contact centre telephony environments

• Strong knowledge of VOIP SIP SBC and data networks

• Experience with PBX PSTN analog trunking and legacy telephony systems

• Working knowledge of SQL Linux and Windows Server 2016 and 2019

• Understanding of security networking and infrastructure concepts including TLS SRTP VLANs DNS IP Active Directory VPN virtual machines and HCI

Additional Assets

• Experience with Avaya Contact Centre features such as ACD CMS VDN and skill based routing

• Familiarity with NG911 PSAP CAD ESINet and E911 environments

• Experience integrating voice recording solutions such as Eventide

Communication and Soft Skills

• Strong analytical and problem solving skills

• Clear written and verbal communication skills

• Experience managing issues risks and stakeholder expe