Job Description
The Company
Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.
Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.
The Role
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.
What You Do
Technical Team Management (Level 2 and Level 3)
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.
Technical Leadership and Expertise
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.
Deployments and Implementation Projects
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.
Escalations and Mission-Critical Environments
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.
Standards, Documentation, and Continuous Improvement
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.
Technical Environment / Environnement technique
FreeSWITCH (SBC, PBX, Media)
AVAYA platforms and integrations
SIP, RTP, TLS, SRTP
ACD, call routing, and dialplans
SIPREC
Linux and CLI tools
PostgreSQL, Wallboard, Komutel Reports
Virtualization and high-availability architectures
ESInet interoperability and private customer networks
What You Bring
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.
Experience with AVAYA platforms or integrations is a strong asset.
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.
Note:
This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit Public Services and Procurement Canada.
