Canada
Prenuvo
CIUSSS du Centre-Ouest de l'Île de Montréal
IT Specialist Analyst - Telephony (Replacement)
Canada
Montreal, Quebec, Canada
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JOB DESCRIPTION
This position is reserved for Santé Québec employees.
GENERAL INFORMATION
Company: CIUSSS West-Central Montreal
Job Title: Specialized IT Analyst - Telephony (Replacement)
Ref No.: 8482
Department: Direction of Informational Resources
Site: Jewish General Hospital
Job City: Montreal
Employment Status: Temporary full-time
Work Shift: Day
Employment Type: Unionized
Number of hours per pay period: 80
Base (min.): 30.59
Base (max.): 52.43
Job Category: Information Technology (IT)
Number of positions available: 1
What makes us one of Montreal's Top Employers 2026?
Imagine an environment where your expertise contributes to large-scale projects, and your know-how resonates within a dynamic team. At the CIUSSS West-Central Montreal, we are building innovative technological solutions together that are transforming the healthcare network. Join us to shape the digital future of our organization.
Main Responsibilities
Join a team that plays an essential role in maintaining and evolving the telephony and unified communications services of one of the largest healthcare organizations in Quebec.
As a specialized analyst, you will be at the heart of the evolution of IP telephony infrastructures, unified communications solutions, and contact centers. You will act as a consultant to various sectors of the organization, participate in major technological projects, and help ensure the availability, performance, and continuity of critical services used daily by thousands of users.
You will collaborate with multidisciplinary teams, technology partners, and vendors to design, integrate, and optimize innovative solutions that meet the current and future needs of the organization. Your expertise will be leveraged both in the execution of strategic projects and in the continuous improvement of services and the adoption of new technologies.
What awaits you
Architecture and technological innovation
- Participate in the design, evolution, and optimization of IP telephony, unified communications, and contact center solutions.
- Contribute to technological directions and the modernization of telecommunications services.
- Evaluate, recommend, and integrate new technologies to improve user experience and service performance.
Technological projects and consulting expertise
- Act as a reference for telephony and unified communications for clients and partners.
- Analyze business needs and recommend adapted solutions.
- Participate in migration, integration, replacement, and evolution projects for technological platforms.
- Coordinate technical activities with internal teams and vendors.
Operations and continuous improvement
- Ensure the availability, reliability, and performance of telephony services.
- Participate in the management of complex incidents, changes, and production deployments.
- Develop performance indicators and contribute to the continuous improvement of processes and services.
Collaboration and knowledge sharing
- Produce and maintain technical documentation for platforms.
- Participate in the standardization of practices and configurations.
- Ensure knowledge transfer to team members and relevant partners.
Distinctive Advantages
- Contribute to a mission with a real impact: Your work will directly support essential communications within the healthcare network and contribute to the quality of services offered to the population.
- Participate in large-scale technological projects: Evolve in a complex environment where you will be involved in the transformation and modernization of critical telecommunications solutions.
- Develop your expertise: Work with cutting-edge technologies in IP telephony, unified communications, contact centers, and collaboration, while working with passionate experts recognized in their field.
What we offer
- Group insurance: health coverage adapted to your needs
- Pension plan (RREGOP): prepare for your future with peace of mind
- Vacation: 20 days after one year of service
- Statutory holidays: 13 days per year
- 9.6 sick days that can be cashed out annually
- Employee discounts: access to exclusive Perkopolis offers
- Accessibility: location easily accessible by public transit
- Employee Assistance Program (EAP) available 24/7
REQUIREMENTS
Desired Profile
Academic knowledge
- Cisco CCNP Collaboration certification or equivalent manufacturer certification (asset).
- Relevant certification or training in IP telephony, VoIP, or unified communications.
- Training or certification in SIP technologies and IP communications (asset).
Practical knowledge
- Three to five years of recent and relevant experience in the field of IP telephony, unified communications, or VoIP technologies within a large-scale environment.
- Significant experience in the deployment, administration, operation, and support of IP telephony platforms.
- Experience in a multi-site environment with a high volume of users and critical services.
Telephony and unified communications
- Very good knowledge of IP telephony and VoIP concepts.
- Very good knowledge of protocols and technologies:
- SIP;
- RTP;
- TCP/IP;
- DNS;
- DHCP;
- QoS;
- VLAN;
- IP routing;
- audio codecs;
- signaling and call establishment.
- Experience with Cisco Unified Communications Manager (CUCM) platforms.
- Experience with Cisco UCCX solutions or equivalent contact center solutions.
- Knowledge of Cisco Unity or an equivalent voicemail solution.
- Knowledge of Cisco Webex solutions and unified communications (asset).
- Experience with SIP trunks and interconnections with telecommunications providers.
- Experience with IP phones and various telephony equipment and peripherals.
Architecture and integration
- Experience in the design, installation, integration, and support of complex telephony environments.
- Good understanding of the interaction between telephony infrastructures and IP networks.
- Good knowledge of network requirements related to voice, including QoS, latency, jitter, and packet loss.
- Ability to analyze a problem to determine if the cause is related to telephony, the network, the server, or an application.
- Experience in integrating telephony solutions with other information systems.
Surveillance and monitoring
- Experience with monitoring and management tools for telephony platforms.
- Knowledge of logging and event collection mechanisms.
- Analysis of alarms and events from telephony platforms.
- Monitoring of service availability, performance, capacity, and quality.
- Ability to analyze trends and identify potential service degradations.
Analysis and troubleshooting
- Excellent ability to analyze and resolve complex telephony problems.
- Analysis of telephony logs and traces.
- Research and correlation of events.
- Analysis of SIP signaling and call routing problems.
- Analysis of voice quality problems.
- Ability to distinguish a telephony problem from a network, server, or application problem.
- Knowledge of capture and analysis tools such as Wireshark (asset).
- Ability to perform level 2 and 3 troubleshooting activities.
Autonomy
- Ability to work autonomously with limited supervision.
- Ability to take charge of complex issues and propose solutions.
- Ability to manage multiple incidents, projects, and requests simultaneously.
Knowledge and skills
- Excellent command of French and English, both oral and written.
- Excellent ability to write functional and technical documentation.
- Expertise in architecture and solution development.
Professional skills
- Sense of initiative and professional judgment.
- Excellent management of operational priorities.
- Ability to achieve short- and long-term goals.
- Strong aptitude for teamwork, customer service, and interpersonal relations.
- Excellent analytical, problem-solving, and autonomy skills.
- Leadership, consulting approach, synthesis skills, innovation, and efficiency.
- Organizational skills to manage multiple files or projects simultaneously under tight deadlines.
- Demonstrated ability to work on multiple mandates in parallel.
LEARN MORE ABOUT US
Organization description
Bringing together a wide variety of healthcare institutions affiliated with universities in central-west Montreal, including hospitals, long-term care centers, and CLSCs, the CIUSSS West-Central Montreal offers endless possibilities. Within this network, you will be called upon to play a leading role in supporting care continuums and trajectories for clients within institutions that have received honors and are recognized around the world for the quality of care and research. At the CIUSSS, staff members are at the heart of the network. Based on values of compassion and integrity, the CIUSSS stands out for its bilingual status and rich cultural identity.
Our commitment to an inclusive workplace
At the CIUSSS West-Central Montreal, diversity is at the heart of who we are and what we do, every day. It is with pride that we welcome, value, and promote this diversity in our teams, which are made up of people with varied strengths, experiences, and backgrounds, sharing a passion for excellence in care and services aimed at improving people's lives.
We adhere to the Equal Access to Employment Program (PAEE) and actively encourage applications from designated groups, such as women, Indigenous people, people with disabilities, as well as visible and ethnic minorities, as part of our commitment to an inclusive, equitable, diverse, and discrimination-free workplace. For any request for accommodation measures during recruitment, contact us confidentially at [email protected]
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