Ahold Delhaize USA · 5 hours ago
Manager III - Voice Platform
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$121K/yr - $181K/yrAhold Delhaize USA is a division of a global food retailer and is seeking a Voice Platform Manager to oversee the engineering, delivery, and operations of their Retail voice infrastructure. The role involves providing strategic direction, managing a team of engineers, and ensuring high-quality customer and end-user experience in Unified Communication services.
GroceryRetailSales
No H1B
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
Qualification
Required
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
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
Benefits
Incentive bonus based on company performance as provided by the plan terms and governing documents
Company
Ahold Delhaize USA
Ahold Delhaize USA provides retail media solutions for brands to advertise to grocery shoppers across ADUSA brands using data-driven tools.
10001+ employees
Funding
Current Stage
Late StageRecent News
GlobeNewswire
2026-01-16
2025-12-30
Company data provided by crunchbase