Senior Voice Services Engineer

University of North Carolina - Chapel Hill

$90,000 -$107,000

remote work

United States, North Carolina, Chapel Hill

104 Airport Dr (Show on map)

Mar 28, 2025

Posting Information

Department	ITS - Customer Experience-607000
Career Area	Information Technology
Posting Open Date	03/28/2025
Application Deadline	04/14/2025
Open Until Filled	No
Position Type	Permanent Staff (EHRA NF)
Working Title	Senior Voice Services Engineer
Appointment Type	EHRA Non-Faculty
Position Number	20043635
Vacancy ID	NF0009060
Full Time/Part Time	Full-Time Permanent
FTE	1
Hours per week	40
Position Location	North Carolina, US
Hiring Range	$90,000 -$107,000
Proposed Start Date	05/19/2025

Position Information

Be a Tar Heel!	A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn. One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community. University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.
Primary Purpose of Organizational Unit	ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
Position Summary	This position is a 100% remote work arrangement, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside in North Carolina, within a reasonable commuting distance of their assigned duty station. The Telecommunications team within CE&E provides support for the University's phone systems and the service provider network that supports UNC telephony applications. UNC Telecommunications provides telephony services from a hosted third-party VoIP environment that interfaces with a managed IP network allowing domestic, international, and inbound toll-free calling. The Telecommunications team possesses and provides administrator control and management of services and features of diverse service providers and carrier-grade phone systems. Telecommunications provides support for emergency and life-safety phone lines (Analog and VoIP) and remote network connectivity options such as Switched Ethernet network connectivity. The Telecommunications team configures, supports, and maintains desk phones, soft phones (desktop and mobile), virtual hunt groups, voicemail only phone lines, automated-attendants, various voicemail options for all phone lines, and contact center applications. In all, the telecommunications team supports approximately 20,000 phone lines with a mix of VoIP, VoIP with ATA, and analog endpoints. The Senior Voice Services Engineer is responsible for: Contact Center/Call Center design, implementation, and support for applicable campus units. This requires customer outreach, planning, analyzing, organizing, and leadership. Being a subject matter expert for all voice related technologies and supporting infrastructure. The support and enhancement of the enterprise voice environment. This includes a wide range of functions including MACD's (move, add, change, delete), configuration and provisioning of physical SIP phones, troubleshooting issues which will require coordination with cross-functional teams, thorough testing and deployment of hardware and software voice components and services, updating existing services.02 Collaborating with service providers when required to troubleshoot issues, enhance services, request services. Consulting and educating campus units on new and existing services and implementing services to meet their specific voice needs. Assisting in knowledge management for the Telecommunications team, as well as knowledge articles to inform end-users at the university. Organizational awareness and collaboration with all levels of the organization, including constant interactions with customers and peers. Providing high-level support in critical outages. Providing exceptional customer service to end users. Producing work that is accurate and thorough. The Telecommunications team is an auxiliary work group which rebills all services provided. Billing is equally important to providing excellent service and is an important part of the service provisioning workflow. Attention to detail is required.
Minimum Education and Experience Requirements	Master's and 1-2 years' experience; or Bachelors and 2-4 years' experience; or will accept a combination of related education and experience in substitution.
Required Qualifications, Competencies, and Experience	Strong technical knowledge of telephony/PBX systems and features Effective understanding of core concepts that drive digital telephony (SIP, RTP, SRTP, LAN/WAN networking, VLAN, QoS, etc.) Experience and strong technical knowledge in the implementation and/or support of Call Center/Contact Center Experience and strong technical knowledge in the implementation and/or support of hosted VoIP phone systems Exceptional problem solving, strategic thinking, written and verbal communication skills Ability to manage multiple tasks/projects and set priority accordingly
Preferred Qualifications, Competencies, and Experience	Experience implementing and/or supporting Contact Center as a Service (CCaaS) Administration of Clearspan Cloud Solutions and/or BroadWorks environments Experience in supporting voice services or network solutions in a higher education setting Experience supporting Mitel SIP phones, Polycom SoundStation SIP conference phones, and Mediatrix Analog Telephone Adaptors Experience with TFTP provisioning Ability to be a creative, flexible, and innovative team player. Strong communication skills with the ability to effectively collaborate with various leadership levels and campus units Experience supporting call recording (Dubber) Experience supporting E-911 (Intrado)
Special Physical/Mental Requirements
Campus Security Authority Responsibilities	Not Applicable.
Special Instructions
Quick Link	https://unc.peopleadmin.com/postings/298883

Posting Contact Information

Department Contact Name and Title
Department Contact Telephone or Email
Office of Human Resources Contact Information	If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to employment@unc.edu Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.
Equal Opportunity Employer Statement	The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.