Voice Engineer

Ahold Delhaize USA; Salisbury (NC); Hybrid; USD 125,000 - 188,000; Full time

Job summary

Ahold Delhaize USA is seeking an experienced Voice Engineer to lead engineering, delivery, and operations of our enterprise retail voice infrastructure across 2,100+ stores and multiple sites. You will provide technical guidance and implement resilient VoIP solutions including CUCM, SIP, and contact center platforms.

The role requires 8+ years in enterprise voice engineering with strong Cisco CUCM knowledge, and a hybrid work arrangement with 3 days onsite in Salisbury, NC.

Qualifications

• Bachelor's degree or equivalent years of work experience.
• 8+ years in enterprise voice/unified communications engineering.
• Experience with configuration, design, installation, and maintenance of telecommunications services at scale.
• Knowledge of Cisco Unified Communications solution (CUCM, call control, dial plans).

Responsibilities

• Support design, engineering, implementation, and operations for UC solutions across the retail footprint.
• Design and maintain enterprise voice platforms including CUCM, SIP trunking, SBCs, and voice gateways.
• Ensure regulatory compliance (E911) and manage third-party integrations.
• Provide technical analysis for on-prem vs cloud calling options and perform fault isolation.

Skills

CUCM

SIP

VoIP

UCaaS

Cloud voice

Contact center

E911 compliance

Cisco Voice Gateways

Education

Bachelor's degree or equivalent years of work experience

Tools

Informacast

Xmedius

VMware

Paging platforms

Job description

Category/Area of Expertise: IT & Technology

Job Requisition: 539712

Address: USA-NC-Salisbury-2085 Harrison Road

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:

This role is responsible for the engineering, delivery, and operations of the enterprise retail voice infrastructure across 2,100+ store locations, 40+ supply chain sites, and corporate environments. This position will provide technical guidance and implementation support in delivering highly resilient and available voice/UC services. The engineer will stay abreast of organizational business changes, projected modernizations, and technology trends to support effective technology improvements and evolutions to retail voice/UC systems. This role is responsible for the design, engineering, implementation, integration, and operational support of all ADUSA's telecommunications equipment and applications including VoIP, PBX, SIP, voicemail, paging, analog devices, and contact center platforms. The Voice Engineer will deliver solutions for end user business needs and resolutions for complex problems while supporting the migration path from on-prem Cisco UC to cloud-based voice services.

• Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office location for this role is Salisbury, NC
• Applicants must be currently authorized to work in the United States on a full-time basis.

Duties and Responsibilities:

• Support and contribute to efforts for solution design, engineering, implementation, and operations for UC solutions and technologies across the retail footprint, ensuring voice infrastructure is highly available and functions as a mission-critical service.
• Design, implement and maintain enterprise voice platforms including Cisco Unified Communications Manager (CUCM), SIP trunking, SBCs (CUBE), and voice gateways across retail, supply chain, and corporate environments.
• Design and maintain SIP session management including centralized dial plans, translation patterns, ANI/DNIS normalization, and carrier integrations (Granite, Verizon, Webex, etc.).
• Contribute to well-organized, quality retail voice system architectures that promote reliability, ease of maintenance, and standardization across all ADUSA brands.
• Support the integration and interoperability of UC with multiple applications and platforms including contact center IVR call flows, API integrations, and CPaaS services for retail operations (DeliVision, automated paging).
• Engineer analog integrations including overhead paging (Algo adapters), eFax, ATAs, ring groups/hunt groups, and emergency response systems.
• Ensure E911 regulatory compliance (Kari's Law, Ray Baum's Act) including dispatchable location management across all sites.
• Monitor and address third-party software integration activity, ensuring quality and adherence to technical, security, and compliance standards.
• Support voice platform evaluation and migration planning for on-prem vs cloud calling options, providing technical analysis across Cisco cloud, RingCentral, Zoom, and other UCaaS providers.
• Provide support and assistance in UC fault isolation and performance management; troubleshoot complex voice issues including SIP trace analysis, packet captures, call flow debugging, and voice quality analysis.
• Maintain and update skillset as it relates to emerging trends in UC technologies and methods of delivering a future-focused collaborative environment.
• Establish and maintain policies, procedures, standards, and runbooks related to telecommunications services.
• May be called upon to support critical escalations and must be available during urgent IT incidents as needed

Qualifications:

• Bachelor's degree or equivalent years of work experience.
• 8+ years in enterprise voice/unified communications engineering.
• Experience with the configuration, design, installation, and maintenance of telecommunications services at scale.
• Knowledge of Cisco Unified Communications solution (CUCM, call control, dial plans, partitions, CSS, route patterns).
• Experience working with Cisco Voice Gateways, CUBE, MGCP, H.323, and SIP implementation within voice networks.
• Knowledge of major contact routing platforms used in contact centers; experience with ACD and Contact Center concepts.
• Experience with E911 compliance and PCI-regulated environments.
• Ability to use third-party tools in support of telephony systems including but not limited to Informacast, Xmedius, paging platforms, and VM-Ware.
• Clear and concise written and verbal communication skills.
• Analytical, multi-tasking, and problem-solving skills with a genuine interest in ensuring the best end-user experience.

Preferred Qualifications:

• Experience with cloud voice/UCaaS platforms.
• IT experience managing large-scale UC/voice infrastructure and operations across retail or multi-site environments (1,000+ locations).
• Voice-over-Wi-Fi and CPaaS/API integration experience
• Automation/scripting for voice provisioning and configuration management (IT process automation).
• Experience working in an agile (SAFe) environment.
• CCNP Voice/Collaboration Certification

Salary Range NC: $125,040 - $187,560

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.

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.