Voice Communications Technical Team Lead

4 months ago


Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
The Voice Communication Team Lead will be responsible for maintaining and implementing complex unified communication systems under the supervision of the Communication Manager. A key part of this role will include the development of the voice communications roadmap within the broader unified communications strategy, ensuring alignment with the Digital Transformation Strategy, and with SickKids goals and values.

**Here's What You'll Do**
- Work with the Collaboration and Communication leadership to evaluate voice communication solutions to build the voice communication strategy and roadmap
- Collaborate with stakeholders and clients across the organization, including clinical staff and leadership to address complex requests and issues
- Coordinate the support, maintenance, and enhancement of critical communication systems; Phone systems (VoIP PBX and Cloud PBX (MS Teams), Codes, Teams activations, On-Call Schedules. This includes coordinating tasks with other team members, creating communication materials, submitting changes to CAB
- Provide supervision for the communication analysts (Locating) team, providing guidance and support to ensure that all systems are performing and available
- Responsible for ensuring there is 24x7 coverage for _Locating Staff_
- Supervise the execution of complex solutions as defined in the voice strategy, including telephony systems, voice over IP, and unified communications tools. Ensure technical questions and challenges are addressed promptly
- Ensure that all voice communication technologies and initiatives align with the strategic directions and SickKids values
- Ensure there is comprehensive documentation for all communication technologies
- Responsible for setting up processes to audit and validate the daily code testing and hardware devices are functioning properly
- Responsible for developing a set of complex reports to measure the communication portfolio effectiveness. This would cover On-Call Schedules, Pager Replacement progress, Everbridge Codes
- Manage various vendor relationships; Connexall, Telus, Avavay, AudioCodes

**Here's What You'll Need**
- Bachelor's degree in computer science, Information Technology, or a related field
- 5+ years of experience in a technical communication role, specifically experience with Telephony, (Analog and VoIP), Voice Mail, Microsoft Teams, Session Border Control (SBC), Connexall and On-Call Systems and notifications
- Avaya and Connexall knowledge would be considered an asset
- Strong team management skills
- Experience developing and implementing successful voice communication strategies and technologies
- Ability to work collaboratively with cross-functional teams
- Strong problem solving and analytical skills, with the ability to use data to drive decision-making
- Strong written and verbal communication skills
- Experience with leading complex projects and initiatives
- Demonstrated commitment in advancing equity, diversity and inclusion objectives
- Experience managing and working with external partners and vendors

**Employment Type**: Full-time, Permanent. *On-call rotation required.

**Our Commitment to Diversity**:
The children and families we care for are from a variety of communities, and so are our employees. We welcome and encourage everyone to join our organization and be part of our team.

Thank you for your interest in joining SickKids. Only those applicants selected for an interview will be contacted. In accordance with our Hospital policy, employment at SickKids is conditional upon the Hospital¿s receipt of all necessary documentation.

**How to Apply



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