Manager III - Voice Platform

ViziRecruiter,LLC.; Quincy (MA); Hybrid; USD 139,120 - 208,680; Full time

Job summary

A major grocery retailer in Quincy, MA is looking for a Voice Platform Manager to oversee the engineering and operations of their retail voice infrastructure. The role requires leadership in implementing UC solutions, managing technical teams, and ensuring high availability of voice services. Candidates should have experience in telecommunications and voice technologies, with a focus on enhancing end-user experiences. The position will support a hybrid work schedule, requiring presence at the office for part of the week.

Qualifications

• Experience managing a technical team in telecommunications.
• Expertise in configuring and maintaining telecommunications services.
• Familiarity with Cisco Voice Gateways and contact routing platforms.

Responsibilities

• Lead planning and implementation of Voice/UC initiatives.
• Ensure highly available voice infrastructure for critical services.
• Build and lead a team of Voice Platform engineers.

Skills

Team management

Telecommunications design

Problem-solving

Analytical skills

Contact routing platforms

IT process automation

Education

Bachelor's Degree (computer science, engineering, business administration)

Tools

Cisco Unified Communications

Nortel PBX Systems

Contact Center technologies

Job description

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

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.

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

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, 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