Telephone and Nurse Call System Administrator

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

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.

• 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.

• 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…