Job Summary

Within the context of a shared services initiative between Vancouver Coastal Health (VCH) and Providence Health Care (PHC), the Telecommunications Specialist is responsible for planning, implementing and maintaining a complex voice communications infrastructure for designates sites including development, testing and implementation of new designs and enhancements to telecommunications systems. Performs project management duties for planned or proposed voice telecommunications upgrades, expansions and applications and performs telephone repair, moves, adds and changes. Ensures productive operation of the voice network, provides technical and troubleshooting support and liaises with vendors for major PBX and network engineering requirements.

Provides related training and orientation.

Duties/Accountabilities

- Performs project management duties for planned or proposed voice telecommunications upgrades, expansions, and moves by conducting needs analysis to establish a explicit understanding of departmental operational requirements, processes and work flow. Recommends technology solutions specifying hardware and software, determining installation requirements, providing time and budget estimates/benefits, coordinating project information with other IMIS team members and departments, and coordinating the installation with users and vendors.
- Analyzes voice network, PBX and voicemail system reports for utilization levels to confirm that established services levels and forecasted and project-based growth requirements are met to ensure efficient operation of the voice network. Provides assessment and recommendations to Regional Manager.




- Liaises with and provides direction to telecommunication suppliers in over-seeing changes to existing service, new installations, maintenance contracts, voice mail administration and service issues.
- Manages communications aspects of hardware facility relocation projects and provides problem analysis and resolution on existing services and new installations.
- Performs telephone repairs, moves, adds and changes, programs voicemail passwords, test software configuration changes, and provides technical and troubleshooting support related to PBX, Voicemail and paging systems utilizing dial-up modem access in order to resolve technical problems. Visits remote sites as required.

- Ensures operational communications needs are met for voice systems and network shutdowns by assessing user implications, providing back up solutions and resources scheduling.
- Develops, implements and maintains polices and procedures for the installation and maintenance of telecommunications services by documenting new processes and enhancements and liaising with other voice telecommunications team members across VCH.
- Keeps abreast of developments in network and standard application software, identifies product upgrades,



evaluates new products or enhancements and makes selection recommendations based on user requirements. Analyzes vendor changes and enhancements by assessing the impact on existing systems and suitability for new systems implementation.
- Provides user orientation and training on voice telecommunications systems as required through methods such as determining training requirements, writing procedural handouts, orientating group/individuals to ensure users are informed of required applications and training is adapted to requirements of specific area.
- Maintains currency in technology knowledge and skills by researching information in Web sites and trade journals, meeting with vendors and networking with outside contractors.
- Provides on-call service when required by consulting by telephone or working non-normal hours to resolve problems.
- Performs other related duties as assigned.

Qualifications Education &

Experience Grade 12, completion of post-secondary telecommunications courses plus four years' recent related experience, or an equivalent combination of education, training and experience. Post diploma training in a major PBX administration and reporting tool.

Knowledge & Abilities

Ability to plan, organize, problem solve and prioritize work.

Ability to communicate effectively both verbally and in writing.

Ability to deal with others effectively.

Ability to work with project management, office and design tools.

Physical ability to carry out the duties of the position.

Ability to utilize effectively related hardware and software systems.

📌 Voice Operations Analyst I, Voice Devices, IMITS (Burnaby)
🏢 Provincial Health Services Authority
📍 Burnaby