IT Application Services Level 4 - Senior Telephony Analyst

We are seeking a Senior Telephony Specialist to provide strategic leadership and technical expertise in support Emergency Health Services need to adhere to Alberta’s Emergency 9‑1‑1 standards. This critical role ensures the stability and resilience of provincial telephony systems, with a strong focus on Next Generation 9‑1‑1 (NG911) technologies, cyber‑secure call handling, and redundancy planning to safeguard mission‑critical communications for first responders. Reporting to the Associate Executive Director, Dispatch Communications and Deployment and working closely with the EMS IT Dispatch Manager, the Senior Telephony Specialist will serve as a trusted advisor on emergency telephony infrastructure, cybersecurity, and service transformation. The successful candidate will represent the organization at the Emergency Services Working Group and sub‑committees, ensuring our perspective is reflected in regulatory decisions. This opportunity is ideal for a seasoned telephony professional passionate about advancing NG911 technologies, ensuring cyber‑secure emergency communications, and shaping the future of provincial dispatch services. This position works primarily Days but may require Evenings and Nights on an as needed basis.

The Senior Telephony Specialist provides strategic leadership and technical expertise to ensure compliance with Alberta Emergency 9‑1‑1 standards and the stability of provincial telephony systems. This role focuses on Next Generation 9‑1‑1 (NG911) technologies, cyber‑secure call handling, and system redundancy, safeguarding mission‑critical communications for first responders. Reporting to the Associate Executive Director, Dispatch Communications and Deployment and working closely with the EMS IT Dispatch Manager, the Senior Telephony Specialist serves as a trusted advisor on emergency telephony infrastructure, cybersecurity, and service transformation. Key Responsibilities: Compliance & Standards: Ensure adherence to Alberta Emergency 9‑1‑1 standards and NG911 requirements. Represent the organization at the Emergency Services Working Group and sub‑committees, influencing regulatory decisions. Telephony & Cybersecurity Leadership Provide expert guidance on NG911 systems, secure call routing, and redundancy projects. Lead initiatives to strengthen cybersecurity across emergency communications platforms. Operational Excellence: Set clear telephony technology priorities and coordinate workloads with IT and dispatch teams. Balance steady‑state operations with strategic transformation initiatives. Oversee application and hardware investments to maximize performance and resilience. Team Leadership & Development: Mentor Analyst I and Analyst II IT professionals, fostering skill growth and continuous improvement. Promote a collaborative, high‑performance culture across dispatch and IT teams. Stakeholder Engagement: Manage relationships with business stakeholders, Community Care Services support teams, and IT partners. Align telephony and cybersecurity solutions with organizational objectives and service delivery goals.

Graduate of a recognized diploma or undergraduate program in information technology, or related discipline. 5 years of work experience in the information technology field. 3-5 years of experience with leading telecommunications projects and/or leading operational teams in a complex telephony environement. Previous experience in functional leadership, coordination of workload to meet timelines and product quality.

Extensive experience with 911/NG911 telephony systems and emergency communications infrastructure. Strong knowledge of cybersecurity principles applied to telephony and dispatch systems. Excellent collaboration, communication, and relationship‑building abilities. Equivalencies of education, experience and skills may be considered Demonstrated success in managing large‑scale telephony projects and redundancy planning.

Certification in ITIL. Experience representing organizations in regulatory or standards committees is an asset.