Unified Communications & Telephony Specialist (Temporary, approximately 24 months)

City of Guelph; Guelph; On-site; CAD 86,000 - 108,000; Full time

Benefits offered by this job

Competitive wages

OMERS pension

Health & dental benefits

Vacation and personal days

Job summary

City of Guelph is seeking a technically strong professional to lead modernization of the city's communications and collaboration environment. This role will bridge traditional telephony with cloud-based solutions, aligning with the broader digital transformation goals and ensuring seamless integration with the IT infrastructure.

The successful candidate will provide technical leadership, engage with business units, and guide changes toward a more flexible, resilient, and user-centric

Qualifications

• Minimum 5 years of experience supporting enterprise telephony, UC, contact center, or customer communications platforms in cloud, hybrid, and on-prem environments.
• Experience supporting Cisco Unified Communications technologies (CUCM, Unity Connection, UCCX) and related voice infrastructure.
• Strong experience administering Microsoft Teams Phone, Direct Routing, Operator Connect, Calling Plans, SBC integrations, Auto Attendants, Call Queues, Voice Routing Policies, and Emergency Calling.
• Experience designing, implementing, and supporting enterprise voice solutions, including migrations from legacy PBX or Cisco-based platforms to Microsoft Teams Phone.
• Experience with CCaaS and customer engagement platforms (e.g., Microsoft Dynamics, RingCentral, Genesys Cloud, Anywhere365, NICE CXone, Webex CC).
• Knowledge of modern customer communication tech (voice, chat, email, SMS, AI agents, conversational AI).
• Strong Microsoft 365 administration knowledge (Teams, Entra ID, Exchange Online, Conditional Access).
• Knowledge of SIP, VoIP, telephony protocols, SBCs, PSTN, and legacy voice technologies.
• Experience with reporting, monitoring, analytics, troubleshooting, documentation, PowerShell, and automation of 365/Teams services.
• Strong communication, customer service, analytical and problem-solving skills; security and compliance awareness.
• Experience leading or supporting enterprise-scale telephony or UC migrations.
• Preferred MS-700, Microsoft Teams Voice Engineer, SC-300, CCNP Collaboration, ITIL Foundation certifications.

Responsibilities

• Serve as technical lead for transforming enterprise voice services and Cisco collaboration platforms.
• Lead support of existing Cisco telephony systems during transition and related infrastructure.
• Manage legacy telephony services and identify opportunities to consolidate or retire obsolete services.
• Lead procurement activities for communications solutions, contracts, and related services.
• Coordinate telephony partners and vendors for implementation and management of services.
• Oversee cloud-based UCaaS/CCaaS platforms and AI agents in cloud contact centers.
• Collaborate with IT Infra and Cybersecurity to align with standards.
• Support Microsoft 365 administration within the IT team and governance.
• Produce runbooks, diagrams, and support materials for operational teams.
• Lead training for operational teams on unified communications and telephony platforms.
• Ensure continuity of communication and minimize service disruptions.

Skills

UC & telephony

Microsoft Teams Phone

CCaaS platforms

PowerShell scripting

VoIP & SIP

Cloud-based UCaaS

Telephony migrations

Microsoft 365 admin

Communication metrics

Tools

CUCM

Unity

UCCX

SBCs

Job description

Job Summary

Service Area: Corporate Services Department: Information Technology Work Location: City Hall, 1 Carden Street Work Mode: Hybrid Job Type and Duration: Temporary, Full time Vacancy Position Availability: 1 existing vacant position Salary Range: $86,457.28 - $108,071.60 Affiliation: Non-Union Posting Period: September 17, 2026 to October 4, 2026 11:59 p.m.

When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected, prosperous city.

What we offer

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

• Paid vacation days, increasing with years of service
• Paid personal days;
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
• Extended health and dental benefits, including Health Care Spending Account;
• Employee and Family Assistance Program;
• Parental leave top up program;
• Learning and development opportunities including tuition assistance
• Employee recognition programs.

Position Overview

The City is embarking on the modernization and transformation of its communications and collaboration environment, and this role will be at the center of that transformation. We are seeking a technically strong and forward‑thinking professional to lead the City's modernization of our communications platforms. This is a critical, high‑impact role that will shape the future of how staff communicate, collaborate, and deliver services to the community.

Reporting to the Supervisor, IT Infrastructure, and working in close partnership with the IT Operations Team, this position will ensure that the communication platforms integrate seamlessly into the City's broader technology ecosystem. The successful candidate will bridge traditional telephony expertise with modern cloud‑based communications as part of the City’s broader digital transformation goals.

This role is expected to provide both technical leadership and strong business engagement. The role will collaborate closely with business units, and other IT resources to understand the needs across the organization, translate them into technical solutions, and help guide the City's evolution toward a more flexible, resilient, and user‑centric communication model. Beyond managing technical migrations, this position will play a crucial role in defining best practices, shaping future operations, and supporting organizational change as the City adopts new ways of communicating, enhancing customer service, internal collaboration, and overall digital maturity.

Key duties and responsibilities

• Serve as technical lead for the transformation of existing enterprise voice services, Cisco Unified Communications platforms (CUCM, Unity, UCCX, etc.)
• Lead support of existing Cisco telephony systems during the transition, including Cisco collaboration platform, analog devices, paging, alarms, gateways, and PSTN‑connected infrastructure.
• Manage and oversee legacy telephony services, validating operation and requirements, looking for opportunities to consolidate and eliminate obsolete services.
• Serve as the technical lead in the development, creation, and execution of procurement activities for communications solution design and implementation, telephony service contracts and other related products and services.
• Coordinate and direct telephony and communications partners and vendors in the implementation and management of services.
• Responsible for the management and operation of cloud based UCaaS / CCaaS platforms. Oversee and manage cloud-based communication flows. Oversee, develop and maintain AI agents in support of customer service interactions, in cloud-based contact center platforms.
• Work closely with the IT Infrastructure and Cybersecurity teams to ensure alignment with network, security, and operational standards.
• Act as a core member of the Microsoft 365 administration team, working closely with peers to support the overall operation, management, and governance of the M365 environment
• Produce documentation, runbooks, diagrams, and support materials for operational teams.
• Lead training and support for operational teams on unified communications and telephony platforms.
• Ensure communication and telephony continuity, minimizing service disruptions.

Qualifications and requirements

• Minimum 5 years of experience supporting enterprise telephony, unified communications (UC), contact center, or customer communications platforms in cloud, hybrid, and on-premises environments.
• Experience supporting Cisco Unified Communications technologies, including CUCM, Unity Connection, UCCX, voice gateways, dial plans, and related voice infrastructure.
• Strong experience administering and supporting Microsoft Teams Phone, including Direct Routing, Operator Connect, Calling Plans, Session Border Controller (SBC) integrations, Auto Attendants, Call Queues, Voice Routing Policies, and Emergency Calling.
• Experience designing, implementing, and supporting enterprise voice solutions, including leading or supporting migrations from legacy PBX or Cisco-based telephony platforms to Microsoft Teams Phone.
• Experience with Contact Center as a Service (CCaaS) and customer engagement platforms, such as Microsoft Dynamics Contact Center, RingCentral, Genesys Cloud, Anywhere365, NICE CXone, Webex Contact Center, or similar solutions.
• Knowledge of modern customer communication technologies, including voice, chat, email, SMS, AI-powered virtual agents, conversational AI, and intelligent call routing.
• Strong knowledge of Microsoft 365 administration, including Microsoft Teams, Teams Phone, Entra ID, Identity and Access Management, Exchange Online, licensing, authentication, and Conditional Access.
• Strong understanding of SIP, VoIP, telephony protocols, SBCs, carrier services, call routing, telecommunications infrastructure, PSTN connectivity, analog telephony systems, and legacy voice technologies.
• Experience with reporting, monitoring, analytics, troubleshooting, technical documentation, PowerShell scripting, and automation of Microsoft 365 and Teams services.
• Strong communication, customer service, analytical, and problem-solving skills, along with knowledge of voice security, fraud prevention, secure communications architecture, and telecommunications compliance requirements.
• Experience leading or supporting enterprise‑scale telephony or UC migrations.
• Preferred certifications include MS-700, Microsoft Teams Voice Engineer, SC-300, CCNP Collaboration, and ITIL Foundation.

NotesApplicants are required to demonstrate in their application how their qualifications match those specified above. Assessments based on all of the objectives and qualifications listed above will be a part of the interview, written and/or practical test and reference checking.

Hours of work35 hours per week, Monday to Friday, between the hours of 8:30 a.m and 4:30 p.m. This position is eligible for hybrid and flexible work arrangement options (as per current corporate policy).

Hiring Process TransparencyThe City of Guelph is committed to fair and transparent recruitment practices. Candidates who participate in an interview for this position will be notified of the hiring decision within 45 days of their interview. Notifications will be provided in writing, or through technology.

Commitment to Diversity & AccessibilityThe City of Guelph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where employees feel welcome, valued and engaged. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All employment practices are solely based on individual merit, qualifications, and organization's needs at the time. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to working with and providing reasonable accommodation for qualified individuals in our job application procedures. If you need an accommodation in order to participate in the hiring process, you may contact us to make your needs known in advance.

Privacy Notice Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.