Director, IT Communications Applications

Be You.

Duke University is looking for a Director, IT- Communications Applications to join our team. This role is a fantastic opportunity to lead the daily operations and staff of Duke University’s on-campus converged collaboration, voice, video, and fiber infrastructure. You will play a crucial role in integrating service operations, including the coordination of health systems and life safety integration into the OIT support infrastructure. Additionally, you will leverage AI-driven technologies to enhance our contact center operations, ensuring efficient and effective communication services.

Minimum Requirements:

• Five years of progressively responsible experience delivering large-scale campus/health system voice and collaborative services in a complex environment.
• A BA/BS in Computer Science, Engineering, or related discipline (or equivalent experience).
• Broad experience and technical expertise with the hardware and software components of modern distributed applications.
• Proven experience in developing relevant models, frameworks and business approaches.
• Significant experience managing an organization in the dynamic 24/7 environment of networking and communications.

Preferred Qualifications:

• Experience with Cisco CUCM/UCCE technologies
• Experience with AI-driven contact center technologies and their implementation is highly desired (leading the integration of AI-driven solutions such as chatbots, virtual assistants, and automated response systems to streamline contact center operations).
• Experience running a business unit within a large organization.
• Experience in vendor negotiations and knowledge of the networking and telecommunications industry.
• Excellent communication skills with both senior leadership and technical staff.
• Strong problem-solving skills and the ability to resolve conflicts.
• Ability to plan, communicate, and get buy-in for projects, priorities, and goals.

Other Requirements:

• Necessary licenses, registrations, certifications, equipment used, and general information (e.g., on-call, standby, inclement weather).

This position is hybrid. The work is performed both remote and on-site or at a designated assignment location.

Be Bold.

Essential Job Duties:

• Manage the daily operations and staff of Duke University’s on-campus converged collaboration, voice, video, and fiber infrastructure.
• Lead the integration of service operations, including the coordination of health systems and life safety integration into the OIT support infrastructure.
• Provide production services for Duke’s mission-critical campus collaboration, voice/video services covering all Duke campuses, health system and remote sites, including international locations.
• Oversee the development and deployment of new applications and services; ensure projects that span groups have adequate internal and external communication.
• Perform financial analysis and develop models for communications infrastructure services cost recovery.
• Leverage AI-driven technologies to enhance contact center operations, improving efficiency and service quality.

Choose Duke.

At Duke University, we pride ourselves on our commitment to excellence and innovation. Our IT department is at the forefront of integrating cutting-edge technologies to support the Duke community. Working with us means being part of a team that values collaboration, creativity, and continuous improvement.

Why Duke?

• Awards and Achievements: Duke University is recognized for its outstanding research and academic excellence.
• Location and Perks: Enjoy the vibrant campus life with access to various faculty/staff organizations, clubs, and events.
• Culture and Mission: We are committed to inclusion, discovery, and excellence in all that we do.

Learn more about Duke University’s competitive benefits package here: Hr.Duke.edu

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.