Intermediate Technical Analyst, Unified Communications

Toronto Police Service; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

The Toronto Police Service is seeking an Intermediate Technical Analyst, Unified Communications to maintain and advance its Cisco UC environment, including Webex Calling and Contact Center.

Responsibilities include designing, deploying, and supporting cloud and on-prem UC services, troubleshooting complex issues, and mentoring junior staff in ITS. Strong collaboration with vendors and internal teams is essential.

Qualifications

• A University or College Degree/Diploma in Computer Science, Information Technology or a related field, or an equivalent combination of education, training and experience.
• Minimum 4 years of progressively responsible experience supporting enterprise telephony and Unified Communications environments.
• Experience designing, deploying or supporting Cisco UC infrastructure, including CUCM, Unity Connection, UCCX and Expressway.
• Experience configuring and troubleshooting SIP trunking, PSTN connectivity, PRI and Cisco voice gateways.
• Experience supporting Windows Server, Linux or a similar complex enterprise environment, including networking and security troubleshooting.
• Experience with Cisco Webex Calling and Webex Control Hub, including migration from CUCM to Webex Calling, would be an asset.
• Experience with Webex Contact Center, E911/RedSky or NG911 technologies would be an asset.
• CCNP Collaboration certification or
• Strong knowledge of Cisco UC technologies, including CUCM, Unity Connection, UCCX and Expressway.
• Strong understanding of SIP, RTP, PSTN connectivity, voice gateways, dial plans and enterprise call routing.
• Strong analytical and troubleshooting skills across voice, networking, security and server technologies.
• Knowledge of Cisco Webex Calling, Webex Control Hub, Webex Contact Center and cloud-based telephony architecture would be an asset.
• Knowledge of E911, NG911, emergency location services and related public-safety communications standards would be an asset.
• Knowledge of related platforms such as RedSky, ThousandEyes, Kurmi, Imagicle, NICE, Theta Lake or Microsoft Teams would be an asset.
• Strong oral and written communication skills and be able to work effectively with technical teams, business partners and vendors.
• Must have, or be willing and eligible to obtain, a Class G driver s licence and a Toronto Police Service Blue Card .
• Must be willing to participate in an after-hours technical support on-call rotation.

Responsibilities

• Designs, implements, maintains and supports cloud, hybrid and on-premises Unified Communications solutions.
• Administers and supports Cisco Webex Calling, Webex Control Hub and Webex Contact Center, including users, devices, locations, queues, routing and calling services.
• Supports existing Cisco UC platforms including CUCM, Unity Connection, UCCX and Expressway, and participates in migrations to cloud-based services.
• Configures and troubleshoots SIP trunks, PSTN connectivity, Cisco CUBE/Local Gateway, voice gateways, dial plans, call routing and survivability solutions.
• Supports E911/emergency calling solutions such as RedSky, as well as other public-safety and telephony-related technologies.
• Troubleshoots complex voice, signaling, media, registration, connectivity and call-quality issues across UC environments.
• Tests and evaluates new UC technologies, software releases, hardware and cloud services and develops technical and operational documentation.
• Coordinates vendors, participates in projects as a technical subject matter expert and provides guidance and training to Junior Technical Analysts and other ITS members.
• Performs other typical duties inherent to the position.

Skills

Cisco UC

Webex Calling

SIP

Troubleshooting

Voice networks

Education

CS/IT degree

Tools

CUCM

Unity Connection

UCCX

Expressway

Job description

Posting Title: Intermediate Technical Analyst, Unified Communications

Job ID #: 8039

Shift: Days

Hours: 35.00

Location: 951 Wilson Ave, Unit 5 & 6

Department: Infrastructure Services

Job Code: A10ITA

Must Apply By: September 23, 2026

The Toronto Police Service is looking for a candidate that shares our core values:

Service at our Core Do the right thing Connect with Compassion Reflect and Grow

The Toronto Police Service is the fourth largest municipal police service in North America. With over 5,000 police officers and approximately 2,500 civilian employees, we are dedicated to delivering best in class police services, in partnership with our communities by being where the public needs the Service the most, by embracing partnerships to create safe communities and by focusing on the needs of the City.

The Opportunity:

Infrastructure Services is looking for a highly motivated individual to join the team as an Intermediate Technical Analyst, Unified Communications.

The successful candidate will have hands-on experience supporting both cloud-based and on-premises Cisco Unified Communications environments, including Cisco Webex Calling, Webex Control Hub, Webex Contact Center and Cisco UC infrastructure.

The ideal candidate will have experience supporting enterprise telephony, cloud migrations, SIP and voice gateway technologies, emergency calling solutions and highly available communications environments, along with a passion for continuous learning and technology modernization.

What can I expect to do in this role?

In this role, you will ensure uptime of the Services UC infrastructure environment on a 24x7 basis, including Cisco Webex Calling, Webex Contact Center, Webex Control Hub, CUCM, Unity Connection, UCCX, Expressway, voice gateways, SIP services, emergency calling and related telephony infrastructure. You will participate in the design, implementation, migration and ongoing support of cloud and on-premises UC services. You will troubleshoot complex technical issues, participate in major technology initiatives, work with internal teams and vendors, develop technical documentation and provide guidance to other members of ITS.

Duties and Responsibilities:

• Designs, implements, maintains and supports cloud, hybrid and on-premises Unified Communications solutions.
• Administers and supports Cisco Webex Calling, Webex Control Hub and Webex Contact Center, including users, devices, locations, queues, routing and calling services.
• Supports existing Cisco UC platforms including CUCM, Unity Connection, UCCX and Expressway, and participates in migrations to cloud-based services.
• Configures and troubleshoots SIP trunks, PSTN connectivity, Cisco CUBE/Local Gateway, voice gateways, dial plans, call routing and survivability solutions.
• Supports E911/emergency calling solutions such as RedSky, as well as other public-safety and telephony-related technologies.
• Troubleshoots complex voice, signaling, media, registration, connectivity and call-quality issues across UC environments.
• Tests and evaluates new UC technologies, software releases, hardware and cloud services and develops technical and operational documentation.
• Coordinates vendors, participates in projects as a technical subject matter expert and provides guidance and training to Junior Technical Analysts and other ITS members.
• Performs other typical duties inherent to the position.

Education/Experience

• A University or College Degree/Diploma in Computer Science, Information Technology or a related field, or an equivalent combination of education, training and experience.
• Minimum 4 years of progressively responsible experience supporting enterprise telephony and Unified Communications environments.
• Experience designing, deploying or supporting Cisco UC infrastructure, including CUCM, Unity Connection, UCCX and Expressway.
• Experience configuring and troubleshooting SIP trunking, PSTN connectivity, PRI and Cisco voice gateways.
• Experience supporting Windows Server, Linux or a similar complex enterprise environment, including networking and security troubleshooting.
• Experience with Cisco Webex Calling and Webex Control Hub, including migration from CUCM to Webex Calling, would be an asset.
• Experience with Webex Contact Center, E911/RedSky or NG911 technologies would be an asset.
• CCNP Collaboration certification or
• Strong knowledge of Cisco UC technologies, including CUCM, Unity Connection, UCCX and Expressway.
• Strong understanding of SIP, RTP, PSTN connectivity, voice gateways, dial plans and enterprise call routing.
• Strong analytical and troubleshooting skills across voice, networking, security and server technologies.
• Knowledge of Cisco Webex Calling, Webex Control Hub, Webex Contact Center and cloud-based telephony architecture would be an asset.
• Knowledge of E911, NG911, emergency location services and related public-safety communications standards would be an asset.
• Knowledge of related platforms such as RedSky, ThousandEyes, Kurmi, Imagicle, NICE, Theta Lake or Microsoft Teams would be an asset.
• Strong oral and written communication skills and be able to work effectively with technical teams, business partners and vendors.
• Must have, or be willing and eligible to obtain, a Class G driver s licence and a Toronto Police Service Blue Card .
• Must be willing to participate in an after-hours technical support on-call rotation.

6 months

Contact:

Talent Acquisition Unit

Notes:

• Competencies may be measured through various selection tools such as test(s) and/or interview.
• All applicants who meet the qualifications of the position are invited to submit an online application for this vacancy.
• We thank all applicants for their interest. Once your application has been successfully submitted, you will receive an email confirmation within 24 hours.
• Only those selected for further consideration will be contacted.

The Toronto Police Service is committed to reflecting the diverse communities we serve. We encourage applications from our diverse communities, including Indigenous Peoples, persons with disabilities, women, persons from racialized groups, LGBTQ+ persons, those who are able to speak fluently in another language(s) and anyone committed to a rewarding career in public service.

THE TORONTO POLICE SERVICE SUPPORTS EQUAL OPPORTUNITY INITIATIVES.

Accommodation will be provided in all stages of the hiring process.

Contact us for any accommodation requests, and we will work with you to meet your needs.

The Toronto Police Service does not use Artificial Intelligence (AI) during any stage of our recruitment and selection process.

YOUR CAREER YOUR COMMUNITY YOU CAN MAKE A DIFFERENCE!