Telephone and Nurse Call System Administrator

At Sienna, we empower our team members across Ontario, British Columbia, Saskatchewan and Alberta to help our residents live the life they desire and deserve. Our purpose is simple: to cultivate happiness in daily life!

What Sienna Offers: We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work. We offer a number of programs and benefits that support team members’ financial, personal and professional needs:

• A competitive compensation and vacation package

• Employer Paid Health & Dental Benefits

• RRSP with Company Match

• Share Ownership and Reward Program (SOAR)

• Employee Share Purchase Plan with Company Match

• Continuous learning and growth so you have the skillset needed to succeed and take on new challenges

• A welcoming culture that values diversity and differing perspectives, experiences and beliefs

• Location: Markham Ontario

• Working Arrangement: 100% On-Site

What You’ll Be Doing:

The Telephone and Nurse Call Administrator is responsible for ensuring the seamless operation and management of the organization's cloud-based phone systems and nurse call systems, with particular emphasis on the administration of the organization's phone cloud platform. This position will support the front-line staff, coordinate with external vendors and partners, and maintain accurate documentation for related projects.

The role requires a combination of traditional voice communication as well as VOIP and cloud-based phone system (UCaaS) administration technical expertise, strong communication skills, and the ability to understand the needs of clinical staff to ensure high-quality service delivery and operational efficiency.

How You’ll Succeed:

• Perform regular maintenance and upgrades to phone, nurse call and DECT systems, with particular emphasis on administering and optimizing the organization's cloud-based phone (UCaaS) platform.

• Manage user accounts, extensions, call routing, and auto-attendant configurations within the cloud phone platform.

• Monitor system alerts and performance dashboards to proactively identify and address issues

• Administer and maintain on-premises PBX systems, including configuration, moves/adds/changes, and hardware lifecycle support, alongside the organization's cloud-based phone platform.

• Serve as a primary technical resource for any issues related to phone and nurse call systems.

• Provide troubleshooting and resolution support to staff, ensuring minimal disruption to services.

• Diagnose and resolve hardware, software, and connectivity issues affecting phone handsets, nurse call panels, and pendants.

• Escalate complex or unresolved issues to vendors or senior technical staff as appropriate.

• Provide timely communications to frontline staff through the ticketing system.

• Liaise with IT, facilities, and clinical leadership to align system changes with operational needs.

• Support the planning and execution of system upgrades, migrations, and new site implementations.

• Ensure accuracy of data and help prepare reports on the performance and health of phone and nurse call systems, including usage metrics, system uptime, and incident resolution.

• Conduct periodic system audits to ensure compliance with organizational policies and standards.

• Maintain and update documentation for phone and nurse call systems, including system configurations, troubleshooting guides, and user manuals.

• Develop and maintain standard operating procedures (SOPs) for common system tasks.

• Support contract renewals and procurement processes for phone and nurse call systems.

• Assist in training front-line staff on the use of phone and nurse call systems.

• Participate in an after-hours on-call rotation, providing timely support for urgent phone and nurse call system issues outside of regular business hours.

• Maintain an up to date on-call handbook with escalation contacts and troubleshooting steps.

Who you are:

• 2-4 years in IT with 1-2 years experience with phone and call bell systems.

• Prior experience working in a healthcare environment is highly desirable, particularly in roles that involve communication systems.

• Experience working with Avaya, Panasonic, NEC, and Mitel phone systems, as well as SARA and Quantum Call Bell systems.

• Experience with call center applications

• Relevant certifications in telecom, IT, or healthcare technology (e.g., CompTIA, ITIL, CCNA or similar) are a plus.

• Fluency in both French and English is an asset.

• Bachelor’s degree in information technology, telecommunications, healthcare administration, or a related field, or equivalent work experience.

• Understanding of phone systems (e.g., VoIP, PBX) and nurse call systems, including configuration, troubleshooting, and support.

• Good networking skills, wired and wireless, as well as VLANs.

• Experience deploying, configuring, and administering cloud-based phone systems (UCaaS/cloud PBX).

• Excellent verbal and written communication skills; ability to translate technical information for non-technical staff and collaborate with diverse teams.

• Ability to quickly diagnose issues and provide effective solutions in high-pressure situations.

• Demonstrated commitment to service excellence, understanding and addressing the needs of front-line staff, with a focus on improving service delivery and operational efficiency.

• Experience supporting technical projects, including working with cross-functional teams and external partners.

• Attention to detail and experience maintaining accurate, up-to-date technical documentation.

• Ability to work effectively with both internal teams and external vendors to achieve system improvements and project success.

What you need to know:

• The salary range for this position is: $64,201.00-$80,251.00

• Any offer of employment will be conditional upon a criminal background and references check.

• This posting is for an existing position

• Sienna Senior Living may utilize artificial Intelligence to screen or assess applicants for this position.

Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.