Voice Applications and Services Engineer

Feb 28, 2017
Institution Type
Four-Year Institution

Stanford University

Voice Applications and Services Engineer

Job Number:

The Voice Applications and Services Engineer reports to the Voice Applications and Services Manager within the Stanford University IT Services - Communications Services organization. This position is a member of a team, which has the responsibility to provide technology innovation, architecture, engineering, client consulting-provisioning, and operations support with a focus on Voice Applications and Services that fulfill the Unified Communications, Multi-Media Contact Centers, and Messaging technology demands of the Stanford community. The Voice Applications and Services Engineering function represents the architecture and engineering responsibility for IT Services hosted Unified Communications, Multi-Media Contact Centers, and Messaging services for Stanford Hospital and Clinics, Lucille Packard Children's Hospital, and the Stanford University Academic and Administrative community.

This Voice Applications and Services Engineering position primarily focuses on the innovation, architecture, engineering, and tier escalation operations support for Unified Communications (UC) to include Call Control, Voice, Chat, Presence, Video, and associated applications integrations.

This position is a Fixed Term 2 year position and is eligible for Stanford employee benefits.

The Voice Applications and Services Engineer is expected to participate in 24/7 OnCall rotation in support of the operational integrity of IT hosted Unified Communications services.


  • Act as the principal engineer in the evaluation, upgrades, testing, and deployment of new UC applications and services as it pertains to demands of the Stanford community. Represent an innovational role when working with vendors and clients ensuring that new UC applications and services fit or exceed the demands of the Stanford community.
  • Manage large/complex network installations including requesting information, evaluating proposals, overseeing work of others, verifying correct installation, and coordinating with other departments.
  • Participate in frequent Voice Applications and Services team cross-training sessions to ensure synergy of overall team's knowledge and ability to assist team members across architecture, engineering, client consulting-provisioning, and operations when project load or unexpected work scenarios need the additional resources. This will also ensure, maintain, and balance a strong representation of knowledge and skill sets across teams and avoid silos of expertise.
  • Implement programs, network services, architecture, and design; plan, design and implement new features and services.
  • Integrate advanced technology developed in other departments as well as commercial products into the Stanford networking environment.
  • Design, develop, evaluate, acquire, enhance, test, deploy, and manage the network systems for University-wide network services in a highly complex, multi-vendor, and multi-protocol network environment.
  • Maintain documentation for all new UC technologies, integrated applications, and ensure that information is current. Be responsible for providing up-to-date documentation for ongoing administration and support for UC technology and integrated applications.
  • Conduct new UC applications and services training sessions unique to Stanford's environment to engineering, consulting, and operations peers. This will maintain a powerful knowledge pool of resources to implement and support UC systems and integrated applications across the Stanford community.
  • Provide presentations to clients, upper management, and peers as it pertains to UC technology roadmap, architecture, engineering, and provisioning.
  • Develop detailed technical design and implementation strategies for network management and administration, and recommend guidelines and policies as appropriate.
  • Carry out duties with high degree of responsibility for design integrity, security, and consistency with overall SUNet architecture.
  • Provide mentoring and training to lower level network specialists; act as final escalation point on technical issues.
  • Perform root cause analysis and develop resolutions.
  • Lead technical project teams to ensure timely completion and satisfaction of reliability and performance requirements.
  • Formulate long-term network plans which may impact university resources.

* - Other duties may also be assigned MINIMUM REQUIREMENTS:
Education & Experience:

  • Bachelor's degree and eight years of relevant experience or a combination of education and relevant experience. In-depth experience in large-scale network design, implementation, analysis, and project management. At least 7 or more years of experience with Service Provider and/or Enterprise Voice network architecture, engineering, and implementation is strongly preferred.

The expectation of this position is to have in-depth knowledge and experience with:

  • Cisco Unified Communications Manager (CUCM) Version 10.X and higher
  • Cisco Jabber
  • Cisco Video, Mobile, Cloud and Hybrid Collaboration Solutions
  • Cisco Session Border Controllers

Knowledge, Skills and Abilities:

  • Advanced familiarization of VoIP protocols (SIP, SCCP, MGCP, H.323), TCP/IP, UDP, RTP, VLANs, Security (firewalls), MPLS, WiFi VoIP, and QoS
  • Experience with large scale Unified Communications deployment
  • Experience with Cisco Unified Computing Systems (C-series and B-Series)
  • RedSky e911 Manager Version 6 or higher
  • Accurate Always Call Recording
  • Paging technologies to include transmitter fundamentals and TAP and TNPP paging protocols
  • Movius Mereon Unified Messaging (Voicemail)
  • Avaya Communications Manager (ACM) Hardware Configuration and Troubleshooting
  • Avaya Experience Portal and associated applications such as Call Back Assist and Proactive Outreach Manager
  • Extensive hands-on experience with monitoring, troubleshooting, and resolving Cisco Unified Communications issues.
  • Excellent oral and written communication skills, with ability to communicate complex technical issues to non-technical users.
  • Advanced communication skills and ability to influence, persuade, negotiate, and mentor.
  • Fine-tuned trouble shooting skills.

Certifications and Licenses: CCNA, CCVP, CCNP, CCIE Voice, and ITIL are desired, but not required.

  • Constantly perform desk-based computer tasks.
  • Frequently sitting, grasp lightly/fine manipulation.
  • Occasionally stand/walk, kneel/crawl, and use a telephone.
  • Rarely climb (ladders, scaffolds, or other), twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, writing by hand, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to or or>40 pounds.
  • Must be able to occasionally crawl into tight spaces.
  • Requires good visual acuity.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.


  • May be exposed to electricity at greater than 240 volts, lasers, noise > 80dB TWA.
  • May need to work in confined spaces such as closets and racks or heights 4-10 feet.


  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.

Job: Information Technology Services

Location: Business Affairs
Schedule: Full-time
Classification Level:

To be considered for this position please visit our web site and apply on line at the following link: stanfordcareers.stanford.edu

Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.


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