Senior Voice Services Engineer
Senior Voice Services Engineer
Posted on :
15-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 90000 - 107000
Vacancy
1 Vacancy
Posted on :
15-04-2025
Job Description
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 Universitys phone systems and the service provider network that supports UNC telephony applications. UNC Telecommunications provides telephony services from a hosted thirdparty VoIP environment that interfaces with a managed IP network allowing domestic international and inbound tollfree calling. The Telecommunications team possesses and provides administrator control and management of services and features of diverse service providers and carriergrade phone systems. Telecommunications provides support for emergency and lifesafety 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 automatedattendants various voicemail options for all phone lines and contact center applications. In all the telecommunications team supports approximately 20000 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 MACDs (move add change delete) configuration and provisioning of physical SIP phones troubleshooting issues which will require coordination with crossfunctional 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 endusers at the university. Organizational awareness and collaboration with all levels of the organization including constant interactions with customers and peers. Providing highlevel 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.
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 E911 (Intrado)
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 Universitys phone systems and the service provider network that supports UNC telephony applications. UNC Telecommunications provides telephony services from a hosted thirdparty VoIP environment that interfaces with a managed IP network allowing domestic international and inbound tollfree calling. The Telecommunications team possesses and provides administrator control and management of services and features of diverse service providers and carriergrade phone systems. Telecommunications provides support for emergency and lifesafety 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 automatedattendants various voicemail options for all phone lines and contact center applications. In all the telecommunications team supports approximately 20000 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 MACDs (move add change delete) configuration and provisioning of physical SIP phones troubleshooting issues which will require coordination with crossfunctional 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 endusers at the university. Organizational awareness and collaboration with all levels of the organization including constant interactions with customers and peers. Providing highlevel 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.
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 E911 (Intrado)
Required Experience:
Staff IC
Employment Type
Full Time
Key Skills
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