About The Position
The Technical Lead NG911 – Deployment & Escalation is responsible for advanced technical expertise (Level 2 and Level 3), management of technical resources dedicated to installations, and support of deployment projects and critical escalations for Komutel telephony solutions. The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission-critical sectors, and deployments delivered in partnership with AVAYA. This position acts as a technical authority, operational people manager, and escalation point for complex, high-availability environments. Level 1 support is provided by Versaterm’s centralized Customer Support organization and is not part of this role’s scope.
Requirements
- Degree in Telecommunications, Computer Science, or equivalent experience.
- 8 to 12 years of relevant experience in VoIP, IP telephony, or mission-critical environments.
- Demonstrated experience delivering complex customer deployments.
- Experience leading or managing specialized technical teams.
- Strong expertise in SIP-based VoIP environments.
- Advanced troubleshooting and root-cause analysis skills.
- Knowledge of NG911 architectures or other mission-critical systems.
- Strong Linux and command-line proficiency.
- Technical leadership, autonomy, and professional rigor.
- Excellent communication and collaboration skills.
- Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance.
Nice To Haves
- Experience with AVAYA platforms or integrations is a strong asset.
Responsibilities
- Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
- Plan, prioritize, and assign technical work across NG911 and non-911 projects.
- Support skills development, coaching, and continuous improvement of technical staff.
- Participate in performance evaluations and contribute to team stability and operational excellence.
- Act as the primary escalation point for complex technical issues.
- Validate technical architectures and deployment approaches in accordance with NG911 standards and customer requirements.
- Ensure consistency, quality, and standardization of technical configurations across customer environments.
- Actively support deployment projects from design through production go-live.
- Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
- Participate in integration testing, upgrades, migrations, and critical cutovers.
- Ensure proper transition to operations and post-deployment support.
- Diagnose and resolve complex issues related to: FreeSWITCH-based SBC and PBX platforms AVAYA telephony platforms and integrations NG911 and non-911 call flows and dialplans I3CI, ACD, SIPREC ESInet integrations (Bell, Telus) and private networks
- Analyze logs, metrics, and system behavior to determine root causes.
- Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.
- Define, maintain, and evolve technical deployment standards and best practices.
- Maintain clear technical documentation, including implementation guides and escalation procedures.
- Contribute to continuous improvement of deployment, escalation, and operational processes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
