As the Director of Telecommunications, you will be responsible for the following:
Responsibilities
- Lead the development of a multi-year telecommunications and contact center strategy, aligning voice and omnichannel capabilities with the goals of both clinical care and health plan operations.
- Partner with senior leadership across Patient Access, Member Services, Care Management, and Pharmacy to define unified communication strategies that support member engagement and operational efficiency.
- Lead multi-year planning for telephony and contact center modernization, including the consolidation and migration of legacy systems to cloud-based platforms (e.g., RingCentral UCaaS, NICE CXone, etc.).
- Drive digital transformation of voice systems, including cloud migration, AI-powered virtual agents, and omnichannel integration (voice, SMS, email, chat).
- Oversee day-to-day operations and performance of enterprise voice infrastructure across RingCentral, Avaya, and Cisco platforms supporting hospital campuses, ambulatory sites, member services, and remote users.
- Direct a team of telecom engineers and administrators responsible for deployment, support, and troubleshooting of voice and contact center technologies.
- Ensure system resiliency, compliance (e.g., HIPAA), and high availability of all telecommunications services supporting clinical care, safety systems, and business operations.
- Monitor and report on system performance, call quality, and key performance indicators (KPIs) related to contact center efficiency and patient satisfaction.
- Provide strategic direction for the organization's enterprise mobile device program.
- Support the execution of large-scale mobility and paging modernization projects, including software/hardware upgrades and infrastructure improvements.
- Ensure mobility services are aligned with the broader telecommunications and digital transformation goals of the organization.
- Lead the design and implementation of next-generation contact center solutions that enhance patient access, member services, care coordination, and call handling across departments.
- Enable and optimize self-service options for patients and members through IVRs, chatbots, and web portals.
- Integrate contact center platforms with EHR (e.g., Epic), CRM (e.g., Salesforce), M365, and claims processing systems.
- Manage vendor relationships, contracts, licensing, and service level agreements (SLAs) and assess cost-saving or service-improving opportunities.
- Develop and oversee capital and operating budgets related to telecommunications infrastructure and strategic initiatives.
- Negotiate with vendors to optimize cost, performance, and support alignment with health system priorities.
Qualifications
- Bachelor's degree in Information Technology, Telecommunications, or a related field; and10+ years of progressive leadership experience in telecommunications or IT infrastructure, preferably in a healthcare setting; or equivalent combination of education and experience.
- Strong experience managing RingCentral, Avaya, or Cisco voice platforms in a complex, multi-site environment.
- Demonstrated success leading contact center strategy and operations, preferably in a health system or hospital network.
- Experience integrating voice platforms with EHR (e.g., Epic), CRM (e.g., Salesforce), and claims or case management systems.
- Extensive knowledge of enterprise voice and unified communications technologies, including RingCentral, Avaya, Cisco, VoIP, SIP, and UCaaS platforms.
- Strong expertise in contact center platforms (e.g., NICE CXone), including design, operations, and performance optimization.
- Solid understanding of healthcare delivery systems, ambulatory care, and health plan operations (e.g., member services, claims, provider support, care management).
- Familiarity with healthcare and health plan regulatory requirements, including HIPAA, HITRUST, and CMS contact center standards.
- Proven ability to develop and execute strategic roadmaps aligned with organizational goals across clinical and administrative domains.
- Strong vendor management skills, including contract negotiation, service level management, and vendor performance oversight.
- Demonstrated project and program management skills, with the ability to lead complex, cross-functional initiatives.
- Financial acumen with experience in telecom budgeting, forecasting, and cost optimization.
- Exceptional leadership and team-building capabilities, with a track record of mentoring high-performing teams.
- Excellent communication and executive presentation skills, with the ability to convey technical concepts to non-technical stakeholders.
- Ability to drive innovation, adopt emerging technologies (e.g., AI virtual agents, omnichannel platforms), and support digital transformation in both care delivery and payer environments.
- Deep understanding of VoIP, SIP, UCaaS, PBX systems, IVRs, and contact center technologies such as NICE CXone.
- Strong knowledge of Apple and Android mobile devices.
- Strong knowledge of mobile device management platforms.
- Strong understanding of healthcare operations, patient access models, and the regulatory landscape (e.g., HIPAA).
- Excellent leadership, communication, vendor management, and cross-functional collaboration skills.