Principal Engineer / Architect designing Azure cloud - native applications, data platforms, and distributed systems at Matrix. Leading technical architecture, hands - on engineering, and enterprise technology strategy.
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Lead, Déploiement et Support Critique
Posted 4 months ago
About the role
- Technical Lead managing NG911 deployments and escalations at Versaterm. Driving integration of telephony solutions in mission-critical environments.
Responsibilities
- Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
- Plan, prioritize, and assign technical work across NG911 and non-911 projects.
- Support skills development, coaching, and continuous improvement of technical staff.
- Participate in performance evaluations and contribute to team stability and operational excellence.
- Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
- Act as the primary escalation point for complex technical issues.
- Validate technical architectures and deployment approaches in accordance with NG911 standards and customer requirements.
- Ensure consistency, quality, and standardization of technical configurations across customer environments.
- Actively support deployment projects from design through production go-live.
- Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
- Participate in integration testing, upgrades, migrations, and critical cutovers.
- Ensure proper transition to operations and post-deployment support.
- Diagnose and resolve complex issues related to FreeSWITCH-based SBC and PBX platforms, AVAYA telephony platforms and integrations, NG911 and non-911 call flows and dialplans, I3CI, ACD, SIPREC, and ESInet integrations (Bell, Telus) and private networks.
- Analyze logs, metrics, and system behavior to determine root causes.
- Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.
- Define, maintain, and evolve technical deployment standards and best practices.
- Maintain clear technical documentation, including implementation guides and escalation procedures.
- Contribute to continuous improvement of deployment, escalation, and operational processes.
Requirements
- Degree in Telecommunications, Computer Science, or equivalent experience.
- 8 to 12 years of relevant experience in VoIP, IP telephony, or mission-critical environments.
- Demonstrated experience delivering complex customer deployments.
- Experience leading or managing specialized technical teams.
- Experience with AVAYA platforms or integrations is a strong asset.
- Strong expertise in SIP-based VoIP environments.
- Advanced troubleshooting and root-cause analysis skills.
- Knowledge of NG911 architectures or other mission-critical systems.
- Strong Linux and command-line proficiency.
- Technical leadership, autonomy, and professional rigor.
- Excellent communication and collaboration skills.
- Fluency in both English and French.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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