Director, IT (Telecom) - REMOTE

Director Of It (Telecom)

The Director of IT (Telecom) provides strategic and operational leadership for the organization's enterprise communication, collaboration, and digital engagement ecosystem. This role oversees cloud-based technologies that power voice, video, messaging, and contact center experiencesensuring seamless, intelligent, and secure interactions for members, providers, and employees. The director leads multidisciplinary teams responsible for communication engineering, AI innovation, and digital identity enablement, driving measurable improvements in experience, efficiency, and trust across all engagement channels.

Key Responsibilities

Strategic Leadership

Define and execute the vision and roadmap for unified communications, collaboration, and contact experience, integrating voice, digital, and authentication capabilities into a single, cohesive ecosystem.

Advance the maturity of existing cloud-native UCaaS and CCaaS platforms (Genesys Cloud) through automation, analytics, and AI-driven optimization.

Align communication and engagement strategies with business goals to enhance member satisfaction, workforce productivity, and service quality.

Establish governance, key performance indicators, and service models that ensure operational excellence, transparency, and accountability.

Manage departmental budgets, vendor contracts, and technology investments to achieve measurable business value and cost efficiency.

AI-Driven Contact Experience & Digital Engagement

Lead the design and deployment of AI-enabled contact center capabilities, including conversational AI, intelligent routing, predictive analytics, and sentiment analysis.

Integrate Salesforce with Genesys Cloud to deliver a unified "single pane of glass" agent experience, enabling efficient workflows, contextual insights, and personalized interactions.

Oversee implementation of Lightico or equivalent digital completion solutions to support secure eSignatures, document sharing, and real-time digital interactions.

Drive innovation in digital identity and biometric authentication, including digital ID card programs, to strengthen member trust and simplify secure access across channels.

Collaborate with data and analytics teams to leverage AI-driven insights for personalization, proactive service, and efficiency gains.

Lead pilots and proofs of concept demonstrating measurable improvements in self-service, first contact resolution (FCR), and customer satisfaction.

Operations, Engineering & Service Excellence

Provide executive oversight for enterprise communication and contact center operations supporting 4,000+ concurrent agents.

Ensure high reliability, availability, and performance across all communication and engagement platforms.

Implement observability, automation, and AIOps frameworks to proactively detect and resolve service issues.

Govern operational SLAs, SLOs, and KPIs to maintain exceptional uptime, responsiveness, and user experience.

Continuously assess performance data and feedback to identify opportunities for optimization, automation, and process improvement.

Security, Compliance & Risk Management

Ensure compliance with HIPAA, PCI, SOC2, and healthcare-specific data protection requirements.

Oversee governance for digital identity, biometric authentication, and data privacy controls across all communication and engagement platforms.

Partner with Security and Risk functions to proactively identify and mitigate vulnerabilities.

Maintain audit readiness, incident response, and risk mitigation programs to safeguard sensitive data and maintain regulatory alignment.

Leadership, Culture & Talent Development

Lead, mentor, and develop a high-performing team of engineers, architects, and digital experience specialists.

Foster a culture of innovation, collaboration, and accountability focused on measurable business impact.

Encourage continuous learning and exploration of emerging AI, automation, and identity technologies.

Partner cross-functionally with Operations, Digital Experience, and IT leadership to ensure alignment on strategy and outcomes.

Represent Unified Communications and Contact Experience in enterprise governance and digital transformation councils.

Job Qualifications and Skills

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (Master's preferred).

Experience

12+ years of progressive experience in Unified Communications, Collaboration, or Contact Center technology leadership.

5+ years in a senior management or director-level role overseeing large-scale, cloud-based UCaaS / CCaaS environments supporting 4,000+ agents.

Proven experience integrating Genesys Cloud with Salesforce to enable unified agent experiences and operational analytics.

Strong understanding of healthcare environments, including Medicaid, Medicare, and Marketplace member and provider engagement models.

Demonstrated success in implementing AI-driven contact center and digital engagement initiatives, including Lightico, biometric authentication, and digital ID solutions.

Financial management experience overseeing budgets, vendor contracts, and technology investments for large-scale operations.

Technical Expertise

Deep knowledge of cloud contact center technologies, UCaaS, VoIP, SIP, omnichannel routing, and collaboration platforms.

Experience with AI, automation, workforce management, speech analytics, and CRM integrations.

Familiarity with digital identity, authentication, and secure document workflow platforms.

Strong grasp of observability, reliability engineering, and compliance frameworks in regulated industries.

Leadership & Interpersonal Skills

Visionary leader with strong business acumen and the ability to translate complex technology into measurable outcomes.

Exceptional communicator skilled at influencing across technical, operational, and executive teams.

Proven track record of vendor and stakeholder management at enterprise scale.

Strategic thinker focused on innovation, resilience, and customer experience excellence.

Passionate about delivering trusted, human-centered, and technology-enabled communication experiences.