Telecommunications Systems Analyst

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The primary purpose of this position is to support the City’s Unified Communications (UC) Systems (Calling, Contact Centre & Online Meetings) including Cisco Call Manager, Cisco Contact Centre, Microsoft Teams Phone System and Microsoft Teams Meetings. The ideal candidate will have a strong background in Cisco technologies, a thorough understanding of Microsoft Teams Calling and experience managing, integrating and troubleshooting Cisco and Microsoft UC Systems. Responsibilities include configuring UC applications and acting as an internal consultant to recommend process changes.

This position has access to confidential information and makes recommendations for changes in methods, processes and procedures that may have impact on financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.

Specific Duties & Responsibilities

• Manages large, complex projects through all phases from planning through to maintenance and support.
• Makes recommendations for changes in methods, processes and procedures that may impact on financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.
• Develops, modifies and maintains existing Unified Communications systems configurations and schemas to meet the City’s business and operational requirements.
• Develop/maintain test scripts and scenarios to ensure adequate testing of system configuration and integration.
• Perform testing of problem fixes, configuration changes, enhancements and new functionality to ensure system integrity and proper integration across various Unified Communications systems.
• Remain current with developments in Telecommunications, network, collaboration and contact centre business applications and related technologies, including releases and enhancements/new functionality.
• Identify opportunities to improve operational effectiveness using Teams Calling, Cisco Call Manager and Contact Centre and make recommendations where appropriate.
• Provides problem resolution for calls referred by Help Desk.
• Consults with customers to understand their requirements. Develops systems alternatives including work procedure changes, and recommends the most suitable alternative to assist customers in meeting their operational requirements.
• Investigate and follow up on VoIP network and contact centre system errors/problems.
• Liaise with internal IT staff and external vendors as required to resolve these issues.
• Provides technical assistance for changes to contact centre business applications, network and the implementation of other Telecommunications and contact centre modules, including integration to other applications.
• Delivers presentations to customers (users, depts) and technical staff on contact centre processes, systems solutions and specific technologies.
• Provides the documentation of system configuration changes.
• Provides corporate and departmental reporting support. Assists in the use of existing reports and develops/documents additional reports as required.
• Defines custom program specifications for Access Vancouver programmers (including those reports that require COV development).
• Monitors VoIP and contact centre applications performance, troubleshoots problems with technical specialists.
• Participates in training of customers and provides on-going training support and guidance.
• Reviews and approves instructional material for technical and procedural accuracy.
• Coordinates and/or participates in testing, implementation, documentation and project evaluation.
• Participates in the development of new standards.
• Has access to highly sensitive and business critical data from all City departments.
• Other duties/responsibilities as assigned.

Minimum Qualification Requirements Education and Experience:

• Related post-secondary degree, with preference for graduate degree in Computer Science or Business Administration or an equivalent combination of education and experience.
• 5 years’ experience in developing and implementing telecommunication applications.
• 3 years’ experience in implementing and troubleshooting enterprise networks.
• Cisco certification required, CCNA, CCNP, or CCIE or equivalent.

Knowledge, Skills and Abilities:

• Knowledge of current trends, standards, and products in Telecommunications, Network and Information Technology.
• Extensive knowledge of municipal business processes.
• Demonstrated operational and project management skills: results focused, team oriented.
• Thorough knowledge of Telecommunications technology including Microsoft Teams Calling/Online Meetings, Cisco CUCM and UCCE.
• Thorough Knowledge of application reporting tools.
• Thorough Knowledge of server technology and software including Cisco UCS.
• Thorough Knowledge of system integration between business applications and across technical platforms.
• Knowledge of network and communications hardware such as routers, L3 Switches, firewalls and communications software and protocols such as TCP/IP, SNMP, QOS and EIGRP.
• Analytical and problem-solving skills.
• Excellent oral, written and presentation/facilitation skills, with ability to communicate at all levels within the organization.
• Demonstrated ability to work both independently and as a member of a team.
• Demonstrated ability to work under pressure, manage multiple priorities and respond to requests in a timely manner.
• Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance.
• Thorough working knowledge of office productivity tools (e.g. Windows, MS Office, MS Project etc.).
• Capable of handling business critical and sensitive information in a position of trust.
• Demonstrated ability to work with technical and non-technical staff.
• Driver’s license for the Province of British Columbia.
• Must have or be able to pass the VPD Enhanced Security Check.

A Police Record Check is a requirement of this position. A clearance requires the absence of any criminal charges or convictions related to this position.

Drivers License and Record Checks

Candidates must attach the following records and satisfy the City’s driving requirements to be considered for this role:

• Copy of your five-year ICBC Commercial Driver’s Abstract (N Print) directly from ICBC dated within 14 days of this posting.
• Copy of your five-year ICBC Driver’s Claims History directly from ICBC within 14 days of this posting.
• If you have less than five years driving experience in BC, a request must be made for out of province/country abstract and claims history.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: Exempt

Employment Type: Temporary Full Time

Position Start Date: April, 2025

Position End Date: December, 2026

Salary Information: Pay Grade RNG-080: $97,032 to $121,294 per year

Application Close: March 14, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process.