Manager, Telecommunication & Collaboration

City of Toronto; Toronto; On-site; CAD 145,000 - 197,000; Full time

Job summary

The City of Toronto is seeking a Manager, Telecommunication & Collaboration Services to lead modernization of Enterprise Telephony, Collaboration, and AV/Event platforms while ensuring reliable operations across high‑visibility environments such as Elections and Council/Committee sessions.

You'll manage dual run/transition programs, drive runbooks, and build standardized room baselines, with 24/7/365 accountability and strong stakeholder engagement across divisions and partner agencies.

Qualifications

• Extensive leadership in technology, guiding enterprise telecommunication and collaboration tools.
• Experience managing complex systems and architecture for critical services.
• Proven ability to lead modernization while maintaining service continuity.

Responsibilities

• Modernize telecommunication and collaboration services while run + change.
• Provide 24/7/365 operational accountability for enterprise telecom and collaboration tech.
• Plan resources for Elections, Council operations and high‑impact events.

Skills

Leadership

Telecom expertise

Stakeholder management

Modernization

Run/Transition

Tools

Centrex

Cisco Unified Communications

Microsoft Teams

Webex / Zoom platforms

Job description

Job Title: Manager, Telecommunication & Collaboration

Reports To: Director, Operations Support Services

Max Salary Range: $144,591 - $196,565

Consider your new role with Aliant Resources and our municipal government client, The City of Toronto.

About Us

Aliant Resources is a dedicated provider of IT staffing services, committed to promoting diversity, equity, inclusion, belonging, anti-racism, and accessibility in all facets of our operations.

The City of Toronto is North America's fourth largest city and Canada's fourth largest government. Its population is highly diverse and multicultural. The City also has several agencies and corporations, including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which comprise the broader municipal organization.

Consistently ranked one of the world's most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada's leading economic engine and one of the world's most diverse and livable cities.

Toronto is a global technology, finance, film, music, culture, and innovation leader. It consistently ranks at the top of international rankings due to investments its government, residents, and businesses championed. In its pursuit of modernizing City services through strategic investment, digital transformation, and a culture of innovation, the Technology Services Division collaborates with all City Divisions, agencies, boards, and corporations to deliver client‑centric business solutions and secure, reliable IT infrastructure.

Embarking on a transformative journey, the Technology Services Division is reshaping its culture and service delivery approach, focusing on four key priorities:

• Build Resilient Foundations: Establish a robust, reliable, and secure technology infrastructure.
• Deliver User-Centric Solutions: Provide enterprise-grade modern solutions focusing on user experience.
• Harness Data Power: Utilize data to drive operational processes and informed decision‑making Citywide.
• Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

As the Manager, Telecommunication & Collaboration Services, you are accountable for both the strategic delivery and the day-to-day reliability of Enterprise Telephony, Contact Centre, Collaboration, AV/Event, including high visibility, mission critical operations such as Elections and Council/Committee sessions. The role requires leading modernization while maintaining uninterrupted service continuity.

Job Summary

Specifically, you will provide leadership in the areas of:

Modernization and evolution of telecommunication and collaboration services while operating a dual mandate (run + change): stabilize and improve current platforms (including legacy contact centre/voice environments, Centrex, Cisco Unified Communications, Cisco UCCE and cloud contact centre technologies) and deliver a measurable modernization roadmap with clear risk controls, service readiness, and transition plans.

Partner with Divisions to lead early requirements gathering, clarify service expectations, and translate needs into supportable, well‑resourced service models (including feasibility, risk, operational readiness, and RFx inputs).

24/7/365 Operational Accountability

Provide technical and team leadership in the 24/7/365 support of enterprise telecommunications, contact centre and collaboration technologies, with explicit accountability for incident response, escalation management, and service recovery during critical events.

Expand scope and readiness for AV / Hybrid Events

Lead the support and modernization of legislated space AV and hybrid meeting technology (including MS Teams, Webex Meetings, Webex Collaboration, Zoom, vBrick and AppSpace), including Council/Committee operations and Elections related event readiness, ensuring standardized room baselines, runbooks, and a defined operational cadence.

High Impact Event Resource Planning

Plan, assign, and coordinate resources (training, on‑site support, after‑hours and overtime coverage) for Elections, Council/Committee operations, and other high impact events; ensure requirements, timelines, and roles are confirmed early to enable proper resourcing and risk mitigation.

Technology Environment

Experience with or exposure to technologies and services such as:

• MS Teams, Webex Meetings, Webex Collaboration, Zoom, vBrick and AppSpace
• Centrex services and Centrex phones
• Cisco Unified Communications
• Cisco VoIP phones, including hard phones and meeting room phones
• MS Teams Direct Routing and Operator Connect
• Telecom Expense Management systems, such as CIMPL

What you bring to the role

• Extensive experience in a leadership role in technology; specifically, leading and managing enterprise‑wide telecommunication and collaboration tools and strategies.
• Considerable experience managing and providing subject matter expertise on highly complex systems, applications, and architecture design and development for critical services that are cost‑effective.
• Demonstrated depth in enterprise telephony and contact centre platforms (including UCCE‑based environments) and their operational support models.
• Proven ability to lead modernization while maintaining service continuity (dual run / transition management).
• Strong requirements discipline and stakeholder expectation management to prevent under scoped and under resourced commitments.
• Experience delivering high visibility, time sensitive operational events (e.g., Elections and legislative meeting support) with clear readiness planning considered an asset.

Diversity Statement

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

At Aliant Resources, we are committed to building a workforce that reflects the communities we serve and to promoting a diverse, anti‑racist, inclusive, accessible, merit‑based, respectful and equitable workplace.

Accessibility Statement

Aliant Resources is dedicated to making our recruitment process accessible to everyone with or without a disability. We adhere to workplace accessibility standards to ensure that individuals with disabilities can fully participate in employment opportunities. We understand the importance of identifying and removing barriers and we strive to provide an inclusive experience for all candidates.

Workplace Accommodations

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier‑free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code‑protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability‑related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

If you require workplace accommodations, please reach out to us at [e-mail].

Note for all Applicants

• We thank all applicants for their interest but advise that only those selected for further consideration will be contacted.
• Qualified applicants may be considered for other comparable positions.
• Please prepare your application in accordance with the qualifications posted in this job advertisement.