Telco Analyst

Who We Are
For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose

The Telephony Specialist is responsible for the design, implementation, administration, support, and continuous improvement of enterprise telecommunications and internet services across the organization. This role ensures the reliability, scalability, security, and performance of voice and communication systems, including VoIP infrastructure, telephony platforms, network connectivity, and related technologies. The Telephony Specialist serves as a subject matter expert, working closely with business units, vendors, and IT teams to deliver high-quality communication services that support organizational operations and strategic objectives.

Key Responsibilities

• Lead the design, implementation, and ongoing optimization of enterprise telephony, VoIP, internet, and communication services across the organization.
• Act as the technical lead for telecommunications projects, including system upgrades, migrations, integrations, and new technology deployments.
• Manage and administer telephony platforms, VoIP systems, PBX environments, analog services, fax solutions, livestreaming services, and related communication technologies.
• Collaborate with internal stakeholders to ensure communication systems are scalable, reliable, secure, and aligned with business requirements.
• Develop, maintain, and enhance telecommunications policies, procedures, disaster recovery plans, and operational documentation.
• Monitor telecommunications infrastructure performance, troubleshoot issues, and implement corrective actions to minimize service disruptions.
• Manage vendor relationships, coordinate service providers, support contract renewals, and monitor telecommunications service agreements.
• Perform system administration, security audits, backups, upgrades, and maintenance activities for telephony and related network services.
• Provide technical support, user training, and guidance on supported communication technologies, mobile devices, and telephony solutions.
• Maintain telecommunications asset inventories, technical documentation, performance reports, and provide mentoring and technical guidance to junior team members.

Skills, Experience & Education

• College diploma or university degree in Computer Science, Information Technology, Telecommunications, or a related field; equivalent experience will also be considered.
• Minimum five (5) years of progressive experience managing enterprise telecommunications, voice, and communication environments.
• Minimum two (2) years of experience installing, configuring, maintaining, and supporting network infrastructure and communications systems.
• Strong expertise in VoIP technologies, IP telephony architecture, telecommunications services, and communication system administration.
• Solid understanding of networking principles including TCP/IP, BGP, OSPF, VLANs, subnetting, firewalls, routing, switching, and network security concepts.
• Experience supporting enterprise communication platforms, internet services, PBX systems, Microsoft technologies, and cloud-based communications solutions.
• Certifications such as ITIL, Cisco, Microsoft 365, Azure, or related telecommunications and networking credentials are considered strong assets.
• Excellent analytical and problem-solving skills with the ability to identify root causes, evaluate risks, and implement effective solutions.
• Strong communication, presentation, customer service, and relationship management skills with the ability to work effectively with technical and non-technical stakeholders.
• Highly organized and self-motivated professional with demonstrated ability to manage competing priorities, work independently, and perform effectively in a fast-paced, team-oriented environment.

Compensation:

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.