Lead, Deployment & Escalation | Chef technique, Déploiement et Support Critique

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.  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. This job posting is being used to fill an existing vacancy. 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 FreeSWITCH (SBC, PBX, Media) AVAYA platforms and integrations SIP, RTP, TLS, SRTP ACD, call routing, and dialplans SIPREC Linux and CLI tools PostgreSQL, Wallboard, Komutel Reports 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. 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. Le Rôle Le ou la Chef Technique NG911 – Déploiement et Escalade est responsable de l'expertise technique avancée (niveaux 2 et 3), de la gestion des ressources techniques dédiées aux installations, ainsi que du soutien aux projets d'implémentation et aux escalades critiques des solutions de téléphonie de Komutel. Le poste est principalement orienté NG911, tout en couvrant également des environnements hors 911, notamment dans le secteur de la santé et d'autres services critiques, incluant des projets réalisés en partenariat avec AVAYA. Cette personne agit à titre d'autorité technique, de gestionnaire opérationnel et de point d'escalade dans des environnements complexes à haute disponibilité. Le support de niveau 1 est assuré par le service à la clientèle centralisé de Versaterm et ne fait pas partie du périmètre de ce poste. Cet affichage de poste vise à combler un