Job Description

WHO WE ARE
As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES
RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are expanding our Telecoms Services team and are seeking an experienced Voice Systems Technologist with Unified Communications experience, who possesses a positive attitude, a strong sense of commitment to their team and a customer-first mindset.

Reporting to the Telecommunications Services Manager, the Voice Systems Technologist assists in planning, installing, troubleshooting and maintaining a complex mission critical telephony system for E-Comm and its clients. In this role, you will be responsible for ensuring seamless communication across various channels and devices, optimizing performance, and providing technical support and trouble-shooting expertise to resolve complex issues, coordinating telephony transitions of existing call centres and making recommendations on appropriate technology solutions.

Prior experience with Nortel CS1000, Call Pilot, AACC and/or Avaya Aura Communication Manager would be particularly beneficial in this role.

Are you

• Comfortable working in a fast paced, dynamic working environment?
• Curious and always taking the initiative to improve processes?
• Resourceful and responsive to internal team members and external clients?
• Innovative and look for solutions when confronted with challenges?

Your day to day duties will include:

• Maintaining a complex mission critical telephony environment across multiple locations and equipment including Avaya PBX systems, Survivable Media Gateways, call recording systems, CTI integration, and specialized applications serving E-Comm and its clients
• Monitoring the overall performance of the system; interpreting and responding to voice system status and alarm indicators; investigating, troubleshooting, assessing and resolving complex voice system software and hardware technical problems; providing support to a hot backup centre and remote call centres
• Providing input and recommendations regarding the development, alteration or refinement of the system's capabilities to better meet user needs; coordinating the implementation of technical enhancements
• Maintaining 9-1-1 interfaces to systems such as the Computer Aided Dispatch (CAD); performing system and sub-system configurations; developing scripts and performing script maintenance functions including modifying and debugging scripts for advanced sub-systems; maintaining voice logging recorders
• Coordinating telephony transitions of existing call centres amalgamating with E-Comm

What you\'ll need:

• Completion of a two-year diploma program in electronics engineering technology, computer sciences, telecommunications or a related discipline plus sound related experience, or an equivalent combination of training and experience
• Experience with SIP based telephony trunking, networking, and routing an asset
• Prior experience with Avaya Aura Communication Manager or similar IP-based communications platforms required

What we offer:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary - with the opportunity for increases
• Generous vacation allowance
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• 100% paid extended health and dental benefits
• Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

Security Requirements:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is five [5] years.

To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

Job details:

• Hours of work: Monday to Friday, 40 hours per week (paid on call required on rotation)
• Wage/Salary: PG 25 | $44.25 to $52.19 hourly; $92,040 to $108,555 annually (2024 rates)
• Employee Group: CUPE, Local 8911
• Department: Technology Services
• Location: E-Comm Lower Mainland - Vancouver, BC
• Deadline for applications: February 20th, 2024 @ 11.59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email

E-Comm 9-1-1