Support Specialist

Company Overview:

Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

Why Join Us?

Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

Core Values:

Caring…We invest in the success and safety for our team, communities and the environment.

Integrity...We are dedicated, honourable and honest.

Collaborative...We foster partnerships and work together to build a safer Ontario.

Inclusive...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

Innovative...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

Position Overview:

The Support Services Specialist is a front facing role and often the first point of contact for industry support and guidance.

In this role, individuals are responsible for ensuring a smooth and concise handling of locate requests, managing the use of multiple systems to troubleshoot various scenarios, offer solutions with safety and best practices in mind, foster positive relationships with users, and properly manage escalations.

The above will occur in various ways, including working with requests entered through OOC’s proprietary web portal, and ensuring the accurate submission of locate requests. It will also involve managing technical support for users, identifying chronic issues/patterns with users’ submissions and working on resolving the problems in a broad way. The individuals in this role will also be expected to provide feedback related to processes, user experience, and other areas of operational improvement based on their experiences and those of the stakeholders.

As a professional and knowledgeable representative of the organization, this role interacts with system users to build trust and enhance relationships to help foster a safer Ontario.

Reporting to a Supervisor, this position is located in Guelph. Ontario One Call (OOC) has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

We are looking for all types of shifts: Mornings, Afternoons, Overnights. Please specify which type(s) of shift you would be available for when filling in the application form. We do not practice rotating shifts.

Primary Responsibilities:

• Provide guidance and support for web portal system users including the general public, professional excavators/contractors and locate service providers to ensure the submission of accurate locate requests.
• Correct tickets stalled in the system due to user error and/or seek clarification from external system users if required to ensure efficient turnaround of stalled tickets. This requires both proactive reviews, to identify chronic or on-going issues, as well as reviewing system flagged errors. Both scenarios require educating system users to identify the appropriate data and processes needed to ensure a safe request. Interface with excavators to address their needs and concerns. Provide training, information and insight to improve the user experience.
• Respond to general and specific inquiries about OOC, our services, regulatory responsibilities, submission processes and expectations.
• Manage escalations related to issues, and direct stakeholders to the appropriate program area or individuals for resolution of specialized queries.
• Handle urgent call in/dispatch queue for emergencies, priority 0 or sewer lateral cases.
• Manage, edit and maintain account settings within a robust CRM ensuring accurate user accounts . Assist users with system issues and password recovery. Manage contractor IDs, account changes and maintenance to ensure the database and workflows are accurate and efficient.
• Troubleshoot and resolve technical issues within the system. Identify process and system issues. Seek clarity and offer solutions with a focus on continual improvement to enhance/improve the user experience and/or build internal efficiency.
• Effectively utilize a number of technologies to complete tasks including a CRM, proprietary systems (ex. mapping and ticket management), Outlook, Teams, web chat, Google and GIS maps, Phone and Workforce Management System.
• Provide regular feedback and reports to the organization’s leaders related to system functions and processes based on user experience. Take part in the continuous improvement of the platform and our services.
• Proactively review training material and resources, staying well informed about changes to processes and the organization.
• Embrace new technology, processes and skill development opportunities.
• Other duties as may be required

Qualifications:

• Excellent communication and interpersonal skills. Must be able to speak, read and write, fluently and professionally in English. Fluency in French is an asset.
• Ability to manage multiple tasks and tools and prioritize effectively.
• Detail-oriented with a focus on accuracy and compliance
• Proactive and able to work independently as well as part of a team
• Intermediate skill with MS Office 365. Must be proficient in Outlook and Teams.
• Strong problem-solving and troubleshooting skills
• Comfortable in dealing with the public, demonstrating poise under pressure.
• Adaptable to fluctuations in volume (ex. spikes during construction season).
• Familiarity with customer support software and tools. Adaptability and willingness to learn and utilize new technologies and processes.
• Growth mindset.

Education/Experience:

• Post secondary education in Customer Service Management, Computer Science, Information Technology or another related field
• 2+ years of customer support or admin experience within a fast-paced environment
• Industry experience in a notification or customer support centre is an asset

Rewards:

• Starting salary of $54,000 - $57,500/annum dependent on qualifications and experience, with room to grow
• A comprehensive company paid benefit plan through Desjardins Life (at 3 months of service)
• CAAT DBPlus Pension Plan with Contribution Choice and Company Match (at 3 months of service)
• 3 weeks paid vacation
• 10 personal emergency days per year
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility
• Bonus Potential

Imagine a workplace where everyone feels valued and respected. At Ontario One Call, we are committed to making this a reality through our Inclusion, Diversity, Equity & Accessibility (IDEA) initiatives, policy and committee. To achieve this, OOC strives to create a supportive work environment and a culture that welcomes diversity and uniqueness and encourages equitable opportunities for employees. Every individual person deserves respect, dignity and a sense of belonging. We encourage applications from individuals of all backgrounds, including those who may be underrepresented in our industry.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

Application reviews are done by a human. We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

We are currently recruiting for this open position.

Senior Data and AI Architect

Company Overview

Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

Why Join Us?

Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

Core Values

Caring…We invest in the success and safety for our team, communities and the environment.

Integrity...We are dedicated, honourable and honest.

Collaborative...We foster partnerships and work together to build a safer Ontario.

Inclusive...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

Innovative...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

Position Overview

The Senior Data & AI Architect is a senior technical authority within Ontario One Call’s Data & Analytics function, reporting to the Director of Data Analytics & Digital Transformation. This role is responsible for defining and governing enterprise data, analytics, and AI architecture standards that support scalable data platforms, semantic layers, intelligent systems, and AI‑enabled use cases across the organization. The Senior Data & AI Architect operates within the strategic direction and governance priorities established by the Director, providing centralized design authority and architectural guardrails. The role focuses on architecture, standards, and risk management—guiding solution design, reviewing complex initiatives, and ensuring consistency, compliance, and long‑term sustainability across data and AI solutions, while enabling engineering and analytics teams to deliver effectively.

This position is located at the Guelph office located at 104 Cooper Drive, Guelph. Ontario One Call has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

Candidates must be able to reliably commute to the workplace during scheduled hours. Either valid driver’s license or access to reliable transportation are required.

Primary Responsibilities

• Data Platform Architecture & Design
• Led enterprise data and analytics architecture patterns for enterprise data ingestion, transformation, and serving layers using Microsoft Fabric, Azure Data Factory, and related platforms.
• Establish standards for batch and streaming data workflows aligned with enterprise architecture and integration principles.
• Define dimensional data modeling standards (fact and dimension structures) to support analytics, reporting, and AI workloads.
• Set expectations for data quality, validation, lineage, and observability across data pipelines.
• Guide performance, scalability, and reliability design decisions to support enterprise‑scale workloads.
• AI & Machine Learning Architecture
• Led architecture patterns for machine learning and AI‑enabled solutions aligned with enterprise AI standards.
• Establish feature engineering and feature store design standards to support consistent training and inference.
• Guide adoption of AI orchestration patterns, including agent‑based and workflow‑driven architectures.
• Define model lifecycle standards, including versioning, auditability, traceability, and monitoring.
• Establish architectural guardrails for human‑in‑the‑loop controls and model retraining for medium‑ and high‑impact AI systems.
• Analytics & Semantic Layer Architecture
• Led enterprise semantic layer design standards in Microsoft Fabric and Power BI, including measures, calculated fields, and KPI structures.
• Ensure KPI logic and metric definitions are consistently implemented across analytics assets.
• Establish architectural patterns supporting regulatory reporting, operational performance analytics, and executive decision intelligence.
• Provide architectural guidance for predictive analytics and advanced modeling initiatives.
• Data Governance, Quality & Compliance Architecture
• Led implementation patterns for enterprise data governance, including:
• Metadata management and classification (Microsoft Purview)
• Role‑based access control (RBAC)
• Data lineage and traceability
• Data quality monitoring and validation
• Ensure datasets supporting regulatory reporting, executive KPIs, and AI decisioning meet audit and compliance requirements.
• Identify systemic data quality or governance risks and drive architectural remediation strategies.
• Platform Oversight & Delivery Alignment
• Provide architectural oversight during sprint planning and delivery execution in collaboration with delivery leadership.
• Guide resolution of systemic pipeline, data, or platform performance issues from an architectural perspective.
• Ensure approved architectural designs are implemented correctly and identify deviations early.
• Contribute to architecture reviews, design documentation, and technical standards.
• Collaboration & Continuous Architecture Evolution
• Partner with analytics, data science, engineering, and business teams to translate requirements into scalable architectural solutions.
• Drive continuous improvement of data and AI architecture standards, patterns, and tooling.
• Stay current with emerging practices in data architecture, AI platforms, and MLOps.
• Maintain clear, reusable architectural documentation to support governance, audit readiness, and knowledge sharing

Qualifications

• Demonstrated experience designing, reviewing, and governing enterprise‑scale AI/ML systems, including LLM‑based architectures and retrieval‑augmented generation (RAG) patterns.
• Strong understanding of LLM behavior, non‑deterministic systems, and AI failure modes, sufficient to assess risk, architecture quality, and suitability for regulated environments.
• Experience defining architectural standards for MLOps / LLMOps, including model lifecycle management, evaluation approaches, and operational governance.
• Experience establishing architectural patterns for CI/CD pipelines supporting data and AI platforms, in collaboration with engineering and platform teams.
• Strong technical proficiency sufficient to evaluate, guide, and review engineering implementations involving Python‑based systems, APIs, containerized workloads, and cloud‑native architectures.
• Experience defining architectural patterns for AI observability, monitoring, and evaluation, including traceability, logging, and performance assessment.
• Strong background in AI security, identity, and access control architecture, including OAuth2, OIDC, SAML, and OWASP‑aligned practices.
• Experience acting as a senior technical authority in regulated, academic, or public‑sector environments, providing design guidance, architectural review, and risk‑aware oversight.

Education & Experience

• Bachelor’s degree in Artificial Intelligence, Computer Science, Data Engineering, Information Systems, Software Engineering, or a related field (Masters Preferred); or a relevant discipline or combination of post-secondary education and experience.
• Minimum of 8 years of experience in data, analytics, or AI engineering roles, with demonstrated progression into enterprise architecture or technical design authority responsibilities.

Professional Development (Preferred)

• Formal training or certification in one or more of the following areas is an asset:
• Enterprise Architecture (e.g., TOGAF, cloud architecture frameworks)
• Data Architecture or Analytics Architecture
• AI governance, responsible AI, or model risk management
• Cloud platforms (e.g., Microsoft Azure architecture fundamentals)

Rewards

• Starting salary of $130,000 - $150,000/annum dependent on qualifications and experience, with room to grow
• A comprehensive company paid benefit plan through Desjardins Life (at 3 months of service)
• CAAT DBPlus Pension Plan with Contribution Choice and Company Match (at 3 months of service)
• 3 weeks paid vacation
• 10 personal emergency days per year
• Highly engaged workforce and excellent workplace culture
• Diverse and inclusive environment
• Collaborative team
• New, clean and bright facility
• Bonus Potential

Imagine a workplace where everyone feels valued and respected. At Ontario One Call, we are committed to making this a reality through our Inclusion, Diversity, Equity & Accessibility (IDEA) initiatives, policy and committee. To achieve this, OOC strives to create a supportive work environment and a culture that welcomes diversity and uniqueness and encourages equitable opportunities for employees. Every individual person deserves respect, dignity and a sense of belonging. We encourage applications from individuals of all backgrounds, including those who may be underrepresented in our industry.

The salary advertised is reflective of a portion of the full pay grade range and is targeted at experienced, knowledgeable and skilled candidates.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, Ontario One Call is pleased to offer accommodations for job applicants with disabilities, if you require accommodations, please advise by contacting us.

Application reviews are done by a human. We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

We are currently recruiting for this open vacancy.

Ontario One Call is accepting nominations for elected positions on its Board of Directors.

As a public safety administrative authority, Ontario One Call (OOC) administers the Ontario Underground Infrastructure Notification System Act 2012 and plays a vital role in protecting people, property and underground infrastructure across the province. The Board of Directors provide the governance, strategic oversight and leadership that enables OOC to fulfill its mandate in the public interest.

Our Commitment to Inclusion

OOC is committed to fostering inclusive, collaborative, caring and respectful environments where people can contribute meaningfully and authentically. This commitment extends to our Board of Directors. We actively seek to compose a Board reflective of the diversity of the communities, industries and stakeholders we serve across Ontario.

In accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, OOC is pleased to offer accommodations for applicants with disabilities. Applicants requiring accommodation are encouraged to advise OOC during the application process.

About the Board of Directors

The Board of Directors is responsible for governing OOC and setting its strategic direction. Working in partnership with the President and CEO, the Board provides oversight to ensure organizational sustainability, sound policy development, effective risk management, and clear long-term vision, while empowering staff to deliver on OOC's mandate.

The Board is composed of twelve (12) directors:

• Eight (8) elected directors, representing our members, the excavation community, community safety and consumer interest partners, and skilled, experienced directors.
• Four (4) ministerially appointed directors.

Elected directors are typically elected to serve for three-year terms and may be re-elected to serve successive terms for a maximum of nine (9) years. Should a vacancy occur mid-term, the Board will strive to fill the role with a representative from the same constituency group for the remainder of the term.

The Executive Committee supports the annual recruitment and selection process. Each year, the Board presents a slate of nominees to members for election at the Annual Meeting. Individuals who express interest may also be considered for future vacancies, as they arise. 

Eligibility and Expectations:

Nominees must meet the following criteria:

• Be an active leader in the province of Ontario
• Be eligible to represent a Member, Excavator or Other stakeholder category
• If employed, have the support of their employer for the time commitment associated with Board service including:
• Attendance at Board meetings (virtually and in person, as called by the Chair)
• Participation on Board committees or task forces
• Approximately 10 meetings annually
• Demonstrate a combination of skills, experience and judgement appropriate for Board level governance.
• To support the evolving needs of the organization, OOC is particularly interested in candidates with expertise and/or credentials in one or more of the following areas:
• Human Resources
• Legal/Regulatory Affairs
• Transformational Information Management
• Mapping/Geospatial Systems
• Artificial Intelligence
• Finance
• Senior Executive Leadership
• To strengthen geographical representation, preference may be given to candidates who live and/or work in Northern Ontario.

Application Process: 

• Applications must be received by Sunday, May 3, 2026
• Application must be submitted through the OOC Careers Website (Click ‘Apply’) and must include:
• A cover letter
• A resume
• A completed application form.
• Applications will be reviewed by the Executive Committee and panel interviews may be conducted with shortlisted candidates.

Successful candidates are required to complete a background check including criminal activity for which a pardon has not been granted, bankruptcy and verification of professional experience. Newly elected directors will participate in a comprehensive orientation and education session.

Compensation:

Board Directors receive an annual retainer, meeting stipends, and reimbursement of reasonable expenses in accordance with our policy.

Application reviews are done by a human, not automated systems. We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.