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.