The Company

Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions. Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

Ce Que Vous Ferez

I3CI, ACD, SIPREC

SIP, RTP, TLS, SRTP

SIPREC

The Role
The Technical Lead NG911 – Deployment & Escalation is responsible for advanced technical expertise (Level 2 and Level 3), management of technical resources dedicated to installations, and support of deployment projects and critical escalations for Komutel telephony solutions. The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission‑critical sectors, and deployments delivered in partnership with AVAYA. This position acts as a technical authority, operational people manager, and escalation point for complex, high‑availability environments. Level 1 support is provided by Versaterm’s centralized Customer Support organization and is not part of this role’s scope.

What You Do
Technical Team Management (Level 2 and Level 3)

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.

Technical Leadership and Expertise

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.

Deployments and Implementation Projects

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.

Escalations and Mission‑Critical Environments

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

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.

Standards, Documentation, and Continuous Improvement

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.

Technical Environment

AVAYA platforms and integrations

SIP, RTP, TLS, SRTP

ACD, call routing, and dialplans





SIPREC

Linux and CLI tools

Virtualization and high‑availability architectures

ESInet interoperability and private customer networks

What You Bring

Degree in Telecommunications, Computer Science, or equivalent experience.

8 to 12 years of relevant experience in VoIP, IP telephony, or mission‑critical environments.

Experience leading or managing specialized technical teams.

Experience with AVAYA platforms or integrations is a strong asset.

Solid 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.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will depend on factors such as the successful candidate’s skills, experience, education, training, internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are led by people.

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier‑free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment.

#J-18808-Ljbffr

📌 Lead, Deployment & Escalation | Chef technique, Déploiement et Support Critique (Quebec City)
🏢 Versaterm
📍 Quebec City