Manager – Telecommunication & Collaboration Services

Role Overview

• Accountable for both the strategic delivery and the day‑to‑day reliability of Enterprise Telephony, Contact Centre, Collaboration, AV/Event, including high‑visibility, mission‑critical operations such as Elections and Council/Committee sessions.
• Provide leadership in the areas of: Telecommunication & Collaboration Modernization.
• Modernization and evolution of telecommunication and collaboration services while operating a dual mandate (run + change): stabilize and improve current platforms (including legacy contact‑centre/voice environments) and deliver a measurable modernization roadmap with clear risk controls, service readiness, and transition plans.
• Partner with Divisions to lead early requirements gathering, clarify service expectations, and translate needs into supportable, well‑resourced service models (including feasibility, risk, operational readiness, and RFx inputs).
• Provide technical and team leadership in the 24/7/365 support of enterprise telecommunications, contact centre and collaboration technologies, with explicit accountability for incident response, escalation management, and service recovery during critical events.
• Lead the support and modernization of legislated space AV and hybrid‑meeting technology, ensuring standardized room baselines, runbooks, and a defined operational cadence.
• Plan, assign, and coordinate resources (training, on‑site support, after‑hours and overtime coverage) for Elections, Council/Committee operations, and other high‑impact events; ensure requirements, timelines, and roles are confirmed early to enable proper resourcing and risk mitigation.

Requirements

• Extensive experience in a leadership role in technology; specifically, leading and managing enterprise-wide telecommunication and collaboration tools and strategies.
• Considerable experience managing and providing subject matter expertise on highly complex systems, applications, and architecture design and development for critical services that are cost-effective.
• Demonstrated depth in enterprise telephony and contact‑centre platforms (including UCCE‑based environments) and their operational support models.
• Proven ability to lead modernization while maintaining service continuity (dual‑run / transition management).
• Strong requirements discipline and stakeholder expectation management to prevent under‑scoped and under‑resourced commitments.
• Experience delivering high‑visibility, time‑sensitive operational events (e.g., Elections and legislative meeting support) with clear readiness planning considered an asset.