Sr Network Manager - Voice Engineering & Operations

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

The Voice platform lead 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; Quincy, MA; Carlisle, PA; Scarborough, ME; Hyattsville, MD; and Mauldin, SC.

Applicants must be currently authorized to work in the United States on a full-time basis.

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.
• 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 playing 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.

Leadership

• 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.
• Demonstrated ability to develop infrastructure lifecycle management strategies to manage voice performance, capacity, availability, reliability, and new service introduction of voice infrastructure services.
• Demonstrated leadership and technical mastery across all aspects of the infrastructure portfolio listed.
• Proven ability to 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.

Requirements

• 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.
• 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 MGoogle Cloud Platform, 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.

Qualifications.

• Bachelor's 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 leading a team of network engineers.
• Experience working in an agile (SAFe) environment.

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.

ME/NC/PA/SC Salary Range: $120,960 - $181,440

IL/MA/MD/NY Salary Range: $139,120 - $208,680

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