Versaterm

Lead, Deployment & Escalation

Saint-Georges, Quebec, Canada · Principal

Work authorization requiredDetected 11 days ago

PostgreSQLLinuxCustomer SupportVoIPLeadershipCommunicationMentoring

About the role

The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission-critical sectors, and deployments delivered in partnership with AVAYA.
This position acts as a technical authority, operational people manager, and escalation point for complex, high-availability environments.
This job posting is being used to fill an existing vacancy.

Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.
Define, maintain, and evolve technical deployment standards and best practices.
Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
Actively support deployment projects from design through production go-live.
Ensure proper transition to operations and post-deployment support.

Plan, prioritize, and assign technical work across NG911 and non-911 projects.
Participate in performance evaluations and contribute to team stability and operational excellence.
Act as the primary escalation point for complex technical issues.
Ensure consistency, quality, and standardization of technical configurations across customer environments.
Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
Participate in integration testing, upgrades, migrations, and critical cutovers.
Escalations and Mission-Critical Environments

Encadrer, gérer et coordonner les ressources techniques de niveaux 2 et 3 dédiées aux installations et aux projets d'implémentation.
Planifier, prioriser et répartir les activités techniques dans le cadre des projets NG911 et hors 911.
Soutenir le développement des compétences, le coaching et l'amélioration continue du personnel technique.
Participer aux évaluations de performance et contribuer à la stabilité de l'équipe et à l'excellence opérationnelle.
Agir comme principal point d'escalade pour les problématiques techniques complexes.
Valider les architectures techniques et les approches de déploiement conformément aux normes NG911 et aux exigences des clients.
Assurer la cohérence, la qualité et la standardisation des configurations techniques dans les environnements clients.
Soutenir activement les projets de déploiement, de la conception à la mise en production.
Participer aux tests d'intégration, aux mises à niveau, aux migrations et aux mises en service critiques.
Les plateformes SBC et PBX basées sur FreeSWITCH
Les plateformes de téléphonie AVAYA et leurs intégrations

Versaterm is a PE-backed, high-growth SaaS company building a fully integrated platform across the entire public safety ecosystem - dispatch, law enforcement, forensics, courts, and beyond.
We've grown through strategic acquisitions and deep product investment.
Level 1 support is provided by Versaterm's centralized Customer Support organization and is not part of this role's scope.

Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance.

This listing is sourced directly from Versaterm's careers page and normalized into a canonical job model.