Sr Network Manager - Voice Engineering & Operations

Address: USA-IL-Chicago-300 South Riverside Plaza
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 Manager of Vocie Engineering & Operations 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 retail 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 voice operations, maintenance, and continuous improvement of Unified Communication services on 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 Retail 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 technology, etc. The Voice Engineer Lead 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; Chicago, IL; and Mauldin, SC.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties and Responsibilities:

• Lead the planning, securing, and forecasting of Retail Voice/UC initiatives across all brands
• Lead the efforts for solution design, engineering, implementation and operations for new UC solutions and technologies into retail 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
• 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
• 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.
• Ensure operational stability of a 24/7/365 grocery retail environment by providing technical support, system monitoring, and issue resolution which may be required during off-hours, weekends, and holidays as needed.

Qualifications.

• Bachelors Degree in Computer Science, CIS or related (or equivalent related work experience)
• 10 or more years of experience in relevant job or field of technology. Experience in an advanced role or technical capacity.
• 5 or more years' experience directly responsible for managing, guiding, training and onboarding team members in relevant technologies, capabilities or skills.
• Previous experience with design and deployment of large-scale network automations solutions
• Must have experience managing complex SLAs in a multi-vendor environment
• Experience with the configuration, design, installation, and maintenance of telecommunications services
• Understanding of industry trends and tools
• Knowledge of major contact routing platforms used in contact centers
• Experience with Cisco Unified Communications solution
• 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 with ISE and proficient 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.

Preferred Qualifications:

• Master's Degree in relevant field of study, Additional trainings or certifications in relevant field of study •
• IT experience managing large scale UC/voice infrastructure and operations
• Experience working in an agile (SAFe) environment
• CCNP Voice Certification.

#LI-CW1 #LI-Hybrid
ME/NC/PA/SC Salary Range: $120,960 - $181,440
IL/MA/MD Salary Range: $139,120 - $208,680
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.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
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.
Job Requisition: 413403_external_USA-IL-Chicago