VoIP Engineer

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.
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

Employment type
Full-time

Work arrangement
Hybrid