Control Centre Engineer - Ambulance Clinical Systems

NSW Health; Willoughby City Council; Hybrid; AUD 138,000 - 156,000; Full time

Benefits offered by this job

Hybrid work flexibility

Great benefits

Salary packaging

Job summary

eHealth NSW is hiring a Control Centre Engineer for the Ambulance Clinical Systems team. This role supports NSW Ambulance Triple Zero telephony, VOIP and related platforms, coordinating changes and incidents while guiding next‑gen platform development.

You will work in a hybrid setup with Chatswood, St Leonards or Charlestown locations, contributing to critical emergency communications nationwide and helping ensure system availability and performance.

Qualifications

• Experience supporting enterprise telephony, contact centres or emergency communication environments.
• Strong knowledge of PABX, SIP, VoIP, call routing and telecom technologies.
• Understanding of IP networking, WAN connectivity, routing, firewalls for voice services.
• Experience with telephony, call recording platforms and vendor solutions.

Responsibilities

• Support and administer NSW Ambulance Triple Zero telephony, contact centre and emergency communications environments.
• Investigate and resolve complex incidents across telephony, networking and vendor platforms.
• Coordinate planned changes, maintenance activities and major incidents across partners.
• Maintain voice recording, CLI, AML, emergency call delivery and related systems.
• Monitor availability and performance of 24x7 critical services.
• Develop technical documentation, runbooks and DR plans.
• Contribute to next generation NSW Ambulance telephony platform.
• Participate in on-call support roster and incident response.

Skills

Enterprise telephony

SIP/VoIP

IP networking

Incident management

Vendor engagement

Independent decision-making

Education

Telecommunications/networking certifications

Tools

Genesys

ALE

Cisco

Avaya

NICE

HigherGround

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 andTelstra 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?

At eHealth NSW, our benefits 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 working at eHealth

Learn More About Us