Call Handling Upgrade Engineer.

Position Summary

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with over 20 years of expertise in the telecommunications industry. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services. With over 200 professionals across the globe, we serve some of the world's most successful Fortune 500 and Fortune 1000 companies.

We are seeking a highly skilled Call Handling Upgrade Engineer to ensure our Call Handling customer base remains on current, supported software releases. This role is responsible for planning, scheduling, and executing remote software upgrades at customer sites, while working closely with customers, internal engineering teams, and support organizations.

The ideal candidate brings strong technical expertise across Linux, virtualization, telephony, and networking, combined with excellent communication skills and the ability to operate effectively in mission-critical, high-availability environments — including public safety and emergency communications systems.

Key Responsibilities

• Ensure Call Handling customers remain on current software release levels by planning and executing remote upgrades across supported platforms.
• Work directly with customers to schedule, coordinate, and execute software upgrades, including maintenance windows and change communications.
• Collaborate with Research & Development and Engineering teams to develop, refine, and execute upgrade processes for all supported Call Handling products.
• Develop, design, evaluate, and modify systems in accordance with customer requirements and applicable regulatory standards.
• Support overall system architecture and ensure platform integrity, stability, and performance.
• Configure and validate software to ensure compatibility across diverse customer configurations and environments.
• Identify, document, and report process and product issues discovered in the field and assist other support levels with investigations and resolutions.
• Manage critical customer issues during upgrades, providing clear and timely communication to customers and internal stakeholders.
• Represent Innovatia during customer engagements — including conference calls with stakeholders ranging from dispatchers and law enforcement personnel to Chief Technology Officers — with professionalism and technical authority.
• Thoroughly document technical issues, resolutions, and escalation details for both internal and external audiences.
• Create, review, and maintain technical documentation including whitepapers, Methods of Procedures (MOPs), and technical alerts and bulletins.
• Work effectively with internal teams, vendors, and customers at all levels.

Required Technical Skills & Experience

Professional Skills & Competencies

Why Innovatia

At Innovatia, you'll work on mission-critical Call Handling and emergency communications systems that directly support public safety operations. You'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters.

A Note on Location

This is a fully remote position. Our client operates a facility in Gatineau, Quebec, and preference will be given to candidates in that region, as occasional on-site visits may be required in the event of hardware issues or other situations where hands-on support is needed.

How to Apply

Interested candidates can apply by clicking the Apply Now button on the job listing, or by visiting www.innovatia.net / careers .