Senior VoIP Engineer (Analyst, IT, Senior) - Military Veterans

at Duke University and Duke University Health System

Durham, North Carolina


This position will be responsible for the successful implementation and support for Voice over IP technology, including Call Manager, Unity Voice Mail, Border Controllers and Call Center control systems such as UCCE. The successful candidate will be working with peers, Cisco partners and internal IT partners, and will ensure successful implementations and prompt resolution to all issues. Responsibilities include design, implementation and troubleshooting all aspects of Duke University’s communication systems.



Participate in and lead projects to evaluate, recommend, and deploy next generation communications services. This will involve collaboration with the OIT Telecommunications, Systems, and Technology Support groups, the IT Security Office, and IT administrators of organizations across campus. Specifically, extensive work on common projects with counterparts from Duke Health Technology Solutions is expected.

Provide support for communications systems, including daytime and off-hours coverage for problems with supported equipment. Respond to such events with appropriate troubleshooting, and problem remediation. Follow-up with any recommendations to change systems or processes to prevent recurrence. Work closely with other engineers and management to develop plans for changing and improving the communications services. Translate high-level designs into specific implementation steps, understanding the wider impact of each change. Effectuate changes as appropriate. Engage in research when appropriate to aid strategic planning efforts and improve the services available to campus.

Develop technical standards and procedures for efficient, consistent operations of our communications systems. Provide cross-training to other technical staff in areas of expertise.



Able to effectively function in a complex and rapidly changing environment. Take projects and tasks and dynamically prioritize their work efforts to meet deadlines and goals. Develop informal networks within Duke and other key organizations outside Duke to help stay abreast of changes and opportunities to improve our environment.  Defining the needs and requirements for customers and being able to positively and productively interacting with them.  Self-motivation to tackle observed problems, present recommendations, and complete changes as necessary.






BA/BS in Computer Science, Engineering, or related discipline (or equivalent combination of education and experience.)



BS in Computer Science or equivalent combination of education and experience. One or more advanced technical certifications in the field of data networking (e.g. CCNA, CCNP, CCVP, CCIE).




  • At least three years of progressively responsible experience engineering the communications systems of large, multi-faceted organizations
  • Ability to communicate across multiple forms (written, conversational, presentation).
  • Expert knowledge of Cisco VOIP architecture including Call Manager, CME, Unity, IPCC and UCCE.
  • Knowledge and experience with communications protocols, including SCCP, MGCP, H.323, SIP, RTP, S-RTP, and 802.11.
  • Ability to rapidly troubleshoot and isolate problems arising in the VOIP environment.


  • At least five years of progressively responsible experience engineering the communications systems of large, multi-faceted organizations.
  • Advanced knowledge and experience operating converged (voice/video/data) networks, including knowledge of: QoS, Latency, Jitter and MOS related quality of service parameters.
  • Advanced knowledge and experience operating voice/video services across MPLS and Wide Area Networks.



Working from home office is the normal everyday environment for support and maintenance. Some on site meetings and events being help in a designated OIT shared office environment. Occasionally hardware implementations or major upgrades might require on site work as needed. Required to lift to 50lb on occasion. Must possess a valid driver’s license.



Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.


Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


Durham, North Carolina

As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.

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