Senior Voice Engineer

Category/Area of Expertise: IT & Technology Job Requisition: 499811 Address: USA-MA-Quincy-1385 Hancock Street 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. 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 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, Webex, etc). 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 (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. 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. #J-18808-Ljbffr Loyalty360