Fast Facts

The Senior Voice Services Engineer will oversee telephony applications and services for the University of North Carolina at Chapel Hill, ensuring effective management and support of voice technologies in a 100% remote work environment.

Responsibilities: Manage the design, implementation, and support of Call Center services; serve as a subject matter expert for voice technologies; and provide exceptional customer service and technical support across the university.

Skills: Expertise in telephony/PBX systems; strong problem solving and strategic thinking skills; and experience with hosted VoIP and Contact Center solutions.

Qualifications: A Master’s degree with 1-2 years of experience or a Bachelor's degree with 2-4 years of experience, with relevant education and experience considered acceptable.

Location: This position is 100% remote, but candidates are generally required to reside in North Carolina.

Compensation: $90000 - $107000 / Annually

Senior Voice Services Engineer

University of North Carolina at Chapel Hill

Hiring Range

$90,000 -$107,000

Proposed Start Date

05/19/2025

Position Description:

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.

Essential Skills, Knowledge and Abilities:

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

Education 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.

Qualifications 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)

Quick Link for Direct Access to Posting: https://unc.peopleadmin.com/postings/298883

Posting Open Date: 03/28/2025

Posting Close Date: 04/14/2025

Open Until Filled: No

Equal Opportunity Employer:

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.

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.

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