The Senior Voice Engineer designs implements and supports enterprise voice infrastructure ensuring high availability of communication services across multiple locations while managing integrations and compliance.

Category/Area of Expertise: IT & Technology
Job Requisition: 499811
Address: USA-NC-Salisbury-2110 Executive Drive
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 2100+ store locations 40+ supply chain sites and corporate environments. This position will provide strategic direction and thought leadership in delivering highly resilient and available voice/UC services. The engineer will stay abreast of organizational business changes projected modernizations and technology trends to recommend 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 Senior 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.
Duties & Responsibilities:• Lead the 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.• Architect 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 Webexetc).• Define and create well-organized quality retail voice system architectures that promote reliability ease of maintenance and standardization across all ADUSA brands.• Lead 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.• Advanced 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 (1000+ 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.
Expected Impact: Delivers a reliable scalable and compliant enterprise voice platform that supports retail/supply-chain and corp voice operations as a mission-critical service enables the voice modernization program and provides the technical foundation for migrating from legacy on-prem telephony to a modern cloud-ready architecture while ensuring exceptional end-user experience across all ADUSA brands.
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.