Requisition number
202471E
Date posted
08/06/2026
Voice Operations Analyst I, Voice Devices, PDHISProvincial Digital Health and Information Services
Burnaby, BC
The Voice Operations Analyst I reports to the Manager and/or designate and provides telephony technical support services based on client requests including moves, adds and changes to landline telephones, programming of voice menus and working with 3rd party vendors to order telephone products and services for request fulfillment. The role provides technical advice on Telecommunications systems, Cisco, Genesys, Avaya and NEC by analyzing, diagnosing problems and formulating solutions fo`r clients. The Voice Operations Analyst I supports high availability for Telecom services by troubleshooting and resolving network and telephony issues, establishing technical standards and documentation, designing, installing, configuring and upgrading network and telephony components and monitoring the voice network and performance and assist with planning infrastructure enhancements.
The Voice Operations Analyst I is a proficient MS Office user who draws from experience with Telecom systems and maintains currency in technology and business skills by methods such as researching the Web and trade journals.
What you'll do - Analyze, diagnose problems and formulate solutions and provide technical advice on Telecommunications systems, referring problems as required.
- Participate in the planning for the installation of new and revised telecommunication systems. Coordinate the activities related to the installation of hardware and software specific to telecommunications.
- Gather information from regional user departments regarding requirements for telecommunications equipment and software access. Determine the systems and equipment that will best meet user requirements, in consideration of current capacity and regional standards. Make recommendations to user departments and/or Coordinator.
- Provide input into the functioning, capacity, and requirements of new telecommunications products and services by evaluating equipment performance and testing the functions of the equipment.
- Provide user training and orientation in the use of telecommunications related software and hardware for staff. Prepare instructional materials by creating quick reference guides for voice mail. Assign work tasks to designated staff and provides related training and orientation.
- Activate, operate, and program regional telecommunications hardware, according to requirements, by remotely accessing switches using telecommunications equipment.
- Develop and revise new support procedures for areas by testing the status of the equipment and developing high level and detailed flow charts.
- Provide support for moves, additions, and changes to telecommunications systems by determining required technician services and contacting appropriate vendors.
- Perform other related duties as assigned.
What you bring Qualifications
- Grade 12, graduation from a recognized two year computer systems technology diploma program plus three years' recent related experience or an equivalent combination of education, training, and experience.
- Demonstrated knowledge of the historic and ongoing impacts of settler colonialism on Indigenous Peoples in social and health contexts, including supported by significant knowledge of Indigenous-specific mandates, including clear understanding of and commitment to eradicate Indigenous-specific racism and discrimination and embed Indigenous Cultural Safety and Humility.
- Demonstrate comprehensive knowledge of the historic and ongoing impacts of settler colonialism and systemic racism on Indigenous Peoples within social and health contexts. This includes understanding how these factors contribute to current health disparities and barriers to care. Show a clear commitment to identifying, challenging, and eradicating Indigenous-specific racism and all forms of discrimination impacting equity-deserving groups within health care settings. This involves familiarity and understanding Indigenous Cultural Safety and Humility recognizing personal biases, institutional barriers, engaging in anti-racism education and training and advocating for systemic change.
- Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Provincial Digital Health and Information Services contexts found in the foundational documents including Truth & Reconciliation Commission's Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - BC Human Rights Code, BC Anti-racism Act and how they intersect across the health care system.
Core Competencies
- Brings an understanding of the Indigenous specific racism and the broader systemic racism that exists in the colonial health care structure, and has demonstrated initiatives in breaking down barriers and ensuring a safe environment ensuring a sense of belonging to all and informed by Indigenous Cultural Safety.
- Awareness of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (the Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).
Skills & Knowledge
- Ability to type.
- Ability to communicate effectively both verbally and in writing.
- Physical ability to carry out the duties of the position.
- Ability to deal with others effectively.
- Ability to organize work.
- Ability to operate related equipment.
- Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
- Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the Truth & Reconciliation Commission's Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.
What we bring Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accruement.
- PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.
Job Type: Regular Full-Time
Wage: $45.82 / hour
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing Date: Applicants accepted until position is filled
Hours of Work: Monday-Friday 08:00-16:00
Requisition #: 202471E
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