Director, Network and Telecommunications Services

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do:

• Contributes to roadmap and capability planning for network, telecom, voice, and contact center technology services.
• Supports the development and implementation of standards, guidance, and operational practices for network architecture, telecom platforms, contact center technologies, site connectivity, remote access, network security services, monitoring, and operational support.
• Supports modernization and improvement efforts across network infrastructure, telecom services, cloud connectivity, contact center platforms, and related operational tools to improve reliability, resiliency, security, scalability, documentation, automation, and service quality.
• Oversees network engineering and operations, including routing, switching, wireless, firewalls, VPN, SD-WAN, cloud network connectivity, segmentation, and network access services.
• Ensures stable, secure, and reliable network connectivity across corporate offices, regional locations, cloud environments, remote users, and business-critical systems.
• Provides leadership for network capacity planning, lifecycle management, performance management, incident response, problem resolution, and optimization.
• Oversees AWS and Azure network connectivity and firewall technologies, including FortiGate, Azure Firewall, AWS VPC, Azure vNet, and related cloud network services.
• Partners with Information Security, Cloud, Infrastructure, and business stakeholders to ensure network services align with security, compliance, change management, least-privilege access, and enterprise architecture expectations.
• Oversees telecom, voice, and contact center technology services, including Five9, FortiVoice, IVR, voice routing, SMS communications, call steering, call recording, and related contact center tools.
• Ensures contact center platforms and telecom services are reliable, well-supported, documented, and aligned to business requirements.
• Partners with business stakeholders to support call flow changes, routing logic, IVR workflows, skill-based routing, reporting needs, and contact center service improvements.
• Oversees operational support for internal business call center operations and ensures appropriate escalation paths, after-hours support models, and vendor engagement processes are defined.
• Supports telecom licensing, platform lifecycle management, operational reporting, and service delivery improvements.
• Oversees network and telecom monitoring, alerting, reporting, operational dashboards, and service health visibility.
• Ensures current-state documentation is maintained for network diagrams, IP address inventories, subnets, firewall standards, routing standards, circuit inventories, telecom platforms, IVR flows, call routing, contact center schedules, and support procedures.
• Maintains clear support procedures, escalation paths, after-hours expectations, and service ownership practices for business-critical network and telecom services across sites, contact centers, AV systems, printers, conference rooms, and related services.
• Supports operational coverage planning, escalation management, and service restoration for network and telecom incidents.
• Evaluates AI-enabled and automation technologies, identifying practical use cases such as anomaly detection, operational analytics, contact center insights, ticket trend analysis, knowledge generation, reporting, incident response, and service performance improvement.
• Partners with Security, Architecture, Governance, Engineering, vendors, and business stakeholders to ensure AI-enabled tools are evaluated and implemented responsibly, securely, and in alignment with organizational standards.
• Manages operational relationships with support vendors and service delivery partners, including escalations, quality improvement, issue resolution, performance input, renewal planning, cost considerations, and service improvement opportunities.
• Leads, coaches, and develops managers and team members responsible for network engineering, network operations, telecom services, voice platforms, contact center technologies, and site connectivity.
• Assigns priorities, monitors progress, manages risks, and ensures quality and consistency of network and telecom deliverables.
• Builds leadership and team capability through coaching, mentoring, knowledge sharing, documentation, cross-training, and performance feedback.
• Supports workforce planning, skills development, coverage planning, and succession planning while promoting accountability, collaboration, operational discipline, proactive communication, service ownership, and continuous improvement across network and telecom teams.
• Participates in special projects and performs other duties as assigned.

Education:
Bachelor's Degree in Information Technology, Computer Science, Network Engineering, Information Systems, Engineering, Telecommunications, Business Administration, or a related field required

Master's Degree in Information Technology, Information Systems, Business Administration, Engineering, Healthcare Administration, or a related field preferred

Work Experience:

• Minimum seven years of experience in network engineering, network operations, telecommunications, voice services, contact center technology, infrastructure engineering, or enterprise connectivity services required
• Minimum four years of management and people leadership experience required
• Experience building, developing, and leading high-performing technical teams, including coaching, mentoring, performance management, skill development, and creating a culture of accountability, collaboration, and continuous improvement required
• Experience leading architecture, design, and implementation of network, telecom, and contact center systems, with a focus on planning, scalability, operational reliability, and alignment to business needs required
• Experience leading network and telecom environments, including routing, switching, wireless, firewalls, VPN, SD-WAN, cloud connectivity, voice platforms, IVR, call routing, contact center platforms, and site connectivity required
• Experience managing vendor-supported network, telecom, carrier, or contact center services, including technical escalations, service performance, and operational issue resolution required
• Experience with network security and access controls, including firewall policies, segmentation, VPN access, 802.1x, traffic inspection, and related security standards required
• Experience developing and maintaining technical documentation, design standards, operational runbooks, monitoring strategies, escalation procedures, and support models required
• Experience with change management processes, including change review, risk assessment, implementation planning, communication, and post-change validation required
• Experience leading and supporting technology projects, including planning, coordination, execution, stakeholder communication, dependency management, and delivery tracking required
• Strong leadership, troubleshooting, analytical, documentation, communication, stakeholder management, vendor coordination, planning, and problem-solving skills required
• Experience with FortiGate, Azure Firewall, AWS VPC, Azure vNet, Cisco, Arista, Five9, FortiVoice, VPN technologies, ISP circuits, enterprise monitoring tools, or related technologies preferred
• Experience with Microsoft identity and cloud technologies, including Active Directory, Microsoft Entra ID, Exchange Online, Microsoft 365, and related services preferred
• Experience in healthcare, field workforce environments, contact center environments, or highly distributed enterprise environments preferred