Senior Voice Engineer

Category/Area of Expertise: IT & Technology Job Requisition: 499811 Address: USA-NC-Salisbury-2110 Executive Drive Store Code: Infrastructure-Network (5118697) 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. It provides strategic direction and thought leadership in delivering highly resilient and available voice/UC services, and oversees design, engineering, implementation, integration, and operational support of all ADUSA's telecommunications equipment and applications. Duties & Responsibilities Lead efforts for solution design, engineering, implementation, and operations for UC solutions and technologies across the retail footprint. Architect and maintain enterprise voice platforms including Cisco Unified Communications Manager (CUCM), SIP trunking, SBCs (CUBE), and voice gateways. Design and maintain SIP session management, centralized dial plans, translation patterns, ANI/DNIS normalization, and carrier integrations. Define and create well‑organized, quality retail voice system architectures that promote reliability and standardization. Lead integration and interoperability of UC with applications and platforms, including contact center IVR call flows, API integrations, and CPaaS services. Engineer analog integrations including overhead paging, eFax, ATAs, ring groups/hunt groups, and emergency response systems. Ensure E911 regulatory compliance including dispatchable location management. Monitor third‑party software integration activity and enforce technical, security, and compliance standards. Support voice platform evaluation and migration planning for on‑prem vs cloud calling options. Provide support in UC fault isolation, performance management, and complex voice issue troubleshooting. Maintain emerging trends in UC technologies and methods. Establish and maintain policies, procedures, standards, and runbooks for telecommunications services. Respond to critical escalations and urgent IT incidents as needed. Qualifications Bachelor's degree or equivalent work experience. 8+ years in enterprise voice/unified communications engineering. Experience with configuration, design, installation, and maintenance of telecommunications services at scale. Advanced knowledge of Cisco Unified Communications solutions (CUCM, call control, dial plans, partitions, CSS, route patterns). Experience with Cisco Voice Gateways, CUBE, MGCP, H.323, and SIP implementations. Knowledge of contact center routing platforms; experience with ACD and Contact Center concepts. Experience with E911 compliance and PCI‑regulated environments. Ability to use third‑party tools such as Informacast, Xmedius, paging platforms, and VM‑Ware. Clear written and verbal communication skills. Analytical, multi‑tasking, problem‑solving skills with a focus on end‑user experience. Preferred Qualifications Experience with cloud voice/UCaaS platforms. Large‑scale UC/voice infrastructure management across retail or multi‑site environments. Voice‑over‑Wi‑Fi and CPaaS/API integration experience. Automation/scripting for voice provisioning and configuration management. Experience in an agile (SAFe) environment. CCNP Voice/Collaboration Certification. Expected Impact Delivers a reliable, scalable, and compliant enterprise voice platform, supports retail/supply‑chain and corporate operations, enables voice modernization, and provides the technical foundation for migrating from legacy on‑prem telephony to a cloud‑ready architecture while ensuring exceptional end‑user experience across all ADUSA brands. #J-18808-Ljbffr Loyalty360