Manager III - Voice Platform

Category/Area of Expertise: IT & Technology
Job Requisition: 478320
Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Infrastructure-Network (5118697)
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose
The Voice Platform Manager is a key leadership role that plays a vital role in the engineering, delivery and operations of the Retail voice infrastructure. This leader will provide strategic direction and thought leadership in providing highly resilient and available enterprise voice infrastructure. This position will stay abreast of organizational business changes, projected modernizations and upgrades, and technology trends and future changes being performed by MSP, to recommend the most current and effective technology improvements and evolutions to retail voice/UC systems. This position is responsible for providing oversight of all retail, supply-chain and corporate voice operations, maintenance, and continuous improvement of Unified Communication services in a fast-paced environment, with a focus on providing a high-quality customer and end user experience. The leader will oversee the team of technical UC platform engineers who provides technical expertise in Voice functions such as design, engineering, implementation, integration, and end user support. They will deliver solutions and support for all telecommunications equipment and applications including VOIP, PBX, voice mail, paging, modems, and wireless phone systems and associated technology. This leader will also make recommendations for telecommunications solutions for end user business needs and resolutions for complex problems.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations are Salisbury, NC; Quincy, MA.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties And Responsibilities

• Lead the planning, implementation, and forecasting of Voice/UC initiatives across all brands
• Lead the efforts for solution design, engineering, implementation and operations for new UC solutions and technologies across retail, supply chain and corp footprint, and ensure voice infrastructure is highly available and functions as a mission critical service
• Define and create a well-organized quality retail voice system architecture that will promote reliability and ease of maintenance
• Lead the integration and interoperability of UC with multiple applications and platforms
• Provide support and assistance in UC fault isolation and performance management processes as requested
• Work with Voice platforms Engineers to ensure system stability and overall health of the voice network.
• Establish and maintain policies and procedures related to telecommunications
• Define strategy to standardize
• Monitor and address all development of third-party software integration activity and be accountable for ensuring quality and adherence to technical, security and compliance standards.
• Maintain and update skillset as it relates to what are coming trends in UC technologies and methods of delivering a future-focused collaborative environment
• Having a passion for strategic forward thinking and play an active role in IT business initiatives.
• Fueled by efficiency and problem solving while having a genuine interest in ensuring the absolute best end-user experience for ADUSA's customers and employees
• Build and lead a team of Voice Platform engineers, ensuring both project commitments and operational SLAs are being met, day-to-day priorities are managed, and expectations are clearly set with voice services internal customers and external partners.
• Develop infrastructure lifecycle management strategies to manage voice performance, capacity, availability, reliability and new service introduction of voice infrastructure services.
• Partner with infrastructure, security, application, and business leaders to provide technology solutions that respond to rapid changes in the business and ensure exceptional end-user experience

Required Qualifications

• Experience managing a technical team
• Experience with the configuration, design, installation and maintenance of telecommunications services
• Clear and concise written and verbal communication skills
• Analytical, multi-tasking and problem-solving skills
• Understanding of industry trends and tools
• Knowledge of major contact routing platforms used in contact centers
• Ability to troubleshoot and solve complex problems
• Experience with Cisco Unified Communications solution, Vertical communication system and Nortel PBX systems.
• Experience with ACD and Contact Center concepts
• Experience with IT process automation
• Experience creating new scripts, adding dialed numbers, interacting with admin scripts, CVP and major carriers
• Experience in validating, creating, and implementing script changes and the various components of a call flow
• Experience integrating Business Process Management systems with contact routing platforms
• Experience working with major carrier networks and Intelligent Routing Platforms
• Experience working with Cisco Voice Gateways and CUBE
• Experience working with MGCP, H.323 and SIP implementation within voice network
• Able to use third party tools in the support of the telephony systems. Including but not limited to- Xmedius, Informacast-E911, ISI Reporting, DNA, VM-Ware.
• Builds and configures phones and voice mail in support of moves, adds and changes.
• Key Skills: Communication, contact routing platforms, contact centers, IT process automation, ISE, voice platforms, telephony systems

Preferred Qualifications

• Bachelor's Degree Required (computer science, engineering, information systems, business administration or other industry related curriculum)
• IT experience managing large scale UC/voice infrastructure and operations
• Experience working in an agile (SAFe) environment
• CCNP Voice Certification

ME/NC/PA/SC Salary Range: $ 120,960 - $181,440
IL/MA/MD/NY Salary Range: $ 139,120 - $208,680
All ADUSA job offers take multiple factors into consideration including, but not limited to salary range, internal equity, a candidate's qualifications, geographic region, job-related knowledge and skills.
This position is eligible for an incentive bonus based on company performance as provided by the plan terms and governing documents.
#LI-Hybrid #LI-CW1
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.
Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.