Control Centre Engineer - Ambulance Clinical Systems

E-Health NSW; Sydney; Hybrid; AUD 138,000 - 156,000; Full time

Benefits offered by this job

Hybrid work options

Additional day off per month

Salary packaging

Job summary

eHealth NSW is seeking a Control Centre Engineer for the Ambulance Clinical Systems team. The role focuses on the NSW Ambulance 000 telephony environment, including PABX, SIP/VoIP, and related platforms, with on-call duties and vendor coordination.

Join a mission-critical operation delivering emergency communications support across NSW. Hybrid work options available, salary from $137,525 up to $156,231 plus 12% super and leave loading.

Qualifications

• Experience supporting enterprise telephony, contact centres or emergency communications.
• Strong knowledge of PABX, SIP, VoIP and call routing technologies.
• Understanding of IP networking, WAN, routing and firewalls.
• Experience with voice recording platforms and related systems.
• Proven ability to troubleshoot across applications, infrastructure and vendor solutions.
• Experience managing incidents, problems and changes in critical environments.
• Ability to engage with vendors, carriers and stakeholders effectively.
• Relevant telecommunications or networking certs.

Responsibilities

• Support and administer NSW Ambulance 000 telephony and contact centre environments.
• Investigate and resolve complex incidents affecting emergency communications.
• Coordinate planned changes and major incidents with internal and external partners.
• Maintain voice recording, CLI, AML, and related systems for 24x7 operations.
• Monitor and optimise availability and performance of critical services.
• Develop technical documentation and runbooks for operations.
• Contribute to design and rollout of next-gen NSW Ambulance telephony platform.
• Participate in on-call and incident response activities.

Skills

Telephony support

PABX/SIP/VoIP

IP networking

Voice platforms

Incident management

Vendor liaison

Decisive under pressure

Telecommunications certs

Education

Telecommunications/certifications

Tools

Genesys

ALE

Cisco

Avaya

NICE

Job description

Control Centre Engineer - Ambulance Clinical Systems

Control Centre Engineer - Ambulance Clinical Systems (Health Manager Level 3)

Build secure, scalable systems that support patient care across NSW – with hybrid flexibility and great benefits

Permanent Full Time

Hybrid flexibility for work-life balance | Chatswood, St Leonards or Charlestown

Attractive salary, from $137,525 up to $156,231 + 12% Super + 17.5% annual leave loading

Applications Close: 11:59pm, 15 October 2026

Your work matters at eHealth NSW

As the digital centre of excellence for NSW Health, we design and deliver secure, scalable technology that supports patient care across the state, helping clinicians provide better healthcare, now and into the future.

Join eHealth NSW to create real-world impact, drive meaningful outcomes and support the health of millions every day. Learn more about us at eHealth NSW

Join the Team

As a Control Centre Engineer of our Ambulance Clinical Systems (ACS) team, you will be responsible for the operational support and administration of the NSW Ambulance Triple Zero (000) telephony environment, including the currenthardphone and softphone platforms, voice recording systems, caller line identification (CLI), and advanced mobile location (AML) services. Your experience and technical skills will also be pivotal in the implementation and support for the next generation Triple Zero telephony platform for NSW Ambulance.

The ACS Telephony Team works closely with NSW Ambulance stakeholders and key vendors to coordinate and manage planned changes and maintenance activities affecting the NSW Ambulance Telephony environment and Telstra data links that underpin Emergency Triple Zero (E000) call delivery.

This role is critical in ensuring the ongoing availability, reliability, and performance of these essential emergency communications services.

In this role, you will:

• Support and administer the NSW Ambulance Triple Zero (000) telephony, contact centre and emergency communications environments, including PABX, SIP/VoIP, telephony endpoints, software-based phone and related technologies.
• Investigate and resolve complex incidents across telephony, call recording, networking, infrastructure and integrated vendor platforms impacting emergency communications services.
• Manage and coordinate planned changes, maintenance activities and major incidents across multiple internal and external support groups, telecommunications service providers and technology partners.
• Support and maintain voice recording, caller line identification (CLI), Advanced Mobile Location (AML), emergency call delivery and associated communications systems.
• Monitor and optimise the availability, reliability and performance of business-critical communications services operating 24x7.
• Develop and maintain technical documentation, operational procedures, disaster recovery plans and support runbooks.
• Contribute to the design, implementation and ongoing support of the next generation NSW Ambulance telephony and contact centre platform.
• Participate in an on‑call support roster and major incident response activities for critical emergency communications services.

View the position description

here

About You

We are looking for someone who:

• Has experience supporting enterprise telephony, contact centre, unified communications or emergency communications environments.
• Has strong knowledge of PABX, SIP, VoIP, call routing and telecommunications technologies.
• Demonstrates sound understanding of IP networking, WAN connectivity, routing, firewalls and infrastructure that support voice services.
• Has experience supporting telephony, contact centre and voice recording platforms such as Genesys, Alcatel-Lucent Enterprise (ALE), Cisco, Avaya, NICE, HigherGround or similar technologies.
• Has proven troubleshooting skills across applications, infrastructure, networking and integrated vendor solutions.
• Has experience managing incidents, problems and changes within a mission‑critical or highly available operational environment.
• Can effectively engage with technical vendors, telecommunications carriers, service providers and business stakeholders.
• Is able to work independently, make sound decisions during incidents and remain calm under pressure.
• Has relevant qualifications or certifications in telecommunications, networking, infrastructure, contact centre or related technologies.

Why work at eHealth NSW?

are designed to provide you with the flexibility, growth and support when you need it. We provide:

• Hybrid and flexible working options to support balance and productivity
• Allocated day off per month in addition to annual leave
• Salary packaging to maximise your take‑home pay

Hear about how our team benefits from

Learn More About Us

Find out how we hire at eHealth NSW

Check out our diversity and inclusion commitment

To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).

If you currently reside outside NSW, please indicate in your application whether you are willing to relocate if successful.