VoIP Engineer

Job Description

Serve as the technical lead for the migration from Cisco Dedicated Instance (DI) to Cisco Multi-Tenant (MT), ensuring the new environment is designed, configured, and deployed using enterprise standards while maintaining service continuity and preparing the engineering team to independently support the MT platform after migration.

Job-Specific Responsibilities:

Platform Assessment & Architecture

• Expert-level knowledge of both Cisco Dedicated Instance (DI) and Cisco Multi-Tenant (MT) architectures.
• Analyze existing DI configurations and identify how services, features, and integrations translate into the MT environment.
• Document configuration differences, feature gaps, limitations, and opportunities between DI and MT.
• Evaluate current enterprise voice architecture and recommend modernization where appropriate.

Migration Planning

• Lead technical planning for migration from DI to MT.
• Identify compatibility issues and develop mitigation strategies before migration.
• Define migration standards, templates, and configuration methodologies.
• Create migration runbooks, engineering procedures, rollback plans, and validation checklists.
• Coordinate migration activities with project management, vendors, application teams, and business stakeholders.

Enterprise Configuration & Design

• Recommend Organization-wide configuration standards
• Recommend appropriate location-based configurations
• Ensure designs align with Cisco best practices and Harvard policies, standards and governance.

Configuration & Engineering

• Build, configure, test, and validate MT environments.
• Validate interoperability with:
  • PSTN connectivity
  • SIP trunks
  • Contact Center
  • Emergency services
  • Third-party integrations
  • End-user devices
• Troubleshoot complex migration issues and lead root cause analysis.

Technical Decision recommendations:

• Provide technical recommendations on:
  • Feature compatibility
  • Licensing impacts
  • Administrative permissions
  • Operational supportability
  • Security implications
  • User experience improvements
• Balance enterprise standards with business unit-specific operational needs.

Documentation & Standards

• Create and maintain:
  • Engineering standards
  • Configuration standards
  • Design guides
  • Operational procedures
  • Support documentation
  • Knowledge base articles
  • Migration and Operational playbooks
• Ensure documentation reflects the MT operational model.

Knowledge Transfer & Staff Development

• Act as the subject matter expert for Cisco MT architecture.
• Develop structured training materials for engineering and operations staff.
• Conduct workshops, demonstrations, and hands-on training sessions.
• Mentor engineers on:
  • MT architecture
  • Administration
  • Troubleshooting
  • Configuration standards
  • Best practices
• Build internal expertise to ensure the organization can independently operate and support the MT environment after migration.
• Promote continuous learning and skill development within the engineering team.

Operational Readiness

• Develop operational support procedures for post-migration service management.
• Establish monitoring, alerting, and health validation processes.
• Assist in defining support tiers, escalation paths, and operational responsibilities.
• Participate in post-migration stabilization and continuous improvement initiatives.

Desired Outcomes

• Successful migration from Cisco DI to MT with minimal business disruption.
• Consistent enterprise-wide voice architecture and configuration standards.
• Clear governance for configuration, permissions, and administration.
• Well-documented operational procedures and engineering standards.
• Engineering staff are fully trained and capable of independently supporting the Cisco Multi-Tenant platform.
• A scalable, supportable, and modern voice environment aligned with enterprise business objectives and Cisco best practices.

Qualifications

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills:

The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• Knowledge of configuration and maintenance of IT infrastructure systems within an enterprise environment
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor
• Demonstrated experience and expertise with Zoom Phone / Teams Voice is a plus

Certificates and Licenses:

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred

Additional Information

• Working Conditions: Occasionally required to work outside of normal business hours, and may be called during off hours
• Appointment End Date: 
  This is a fully benefited, full-time Harvard University position that has been funded for 6 months from date of hire. There is the possibility of renewal, contingent upon your work performance meeting the needs of the department and the continued availability of funding designed to support the position. 
• Hybrid - onsite as needed with advance notice
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity
• Other Information:
  Please provide a cover letter and resume as one document with your application.
  This position has a 180-day orientation and review period. 

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 057. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.

Salary Grade: 057