Manager Infra Network Services

Depends on Experience

Full Time

  • Work from home

Job Description

Address: USA-ME-Scarborough-145 Pleasant Hill Rd
Store Code: Infrastructure-Network (5118697)

Retail Business Services, ranked No. 25 on Fast Company's 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// .

Primary Purpose:

The Voice platform lead is a key leadership role that plays a vital role in the engineering, delivery and operations of the Retail voice infrastructure. This leader will provide strategic direction and thought leadership in providing highly resilient and available retail voice infrastructure. This position will stay abreast of organizational business changes, projected modernizations and upgrades, and technology trends and future changes being performed by MSP, to recommend the most current and effective technology improvements and evolutions to retail voice/UC systems. This position is responsible for providing oversight of all retail voice operations, maintenance, and continuous improvement of Unified Communication services on a fast-paced environment, with a focus on providing a high-quality customer and end user experience. The leader will oversee the team of technical UC platform engineers who provides technical expertise in Retail Voice functions such as design, engineering, implementation, integration, and end user support. They will deliver solutions and support for all telecommunications equipment and applications including VOIP, PBX, voice mail, paging, modems, and wireless technology, etc. The Voice Engineer Lead will also make recommendations for telecommunications solutions for end user business needs and resolutions for complex problems.

Duties and Responsibilities:

• Lead the planning, securing, and forecasting of Retail Voice/UC initiatives across all brands

• Lead the efforts for solution design, engineering, implementation and operations for new UC solutions and technologies into retail 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 playing 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.

• Demonstrated ability to develop infrastructure lifecycle management strategies to manage voice performance, capacity, availability, reliability, and new service introduction of voice infrastructure services.

• Demonstrated leadership and technical mastery across all aspects of the infrastructure portfolio listed

• Proven ability to 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


• 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

• 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 with ISE and proficient 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 Qualifications:

• 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.


Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.

If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at

Job Requisition: 284133_external_USA-ME-Scarborough_192023
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