Director of Telecommunications

POSITION SUMMARY :

The Director of Telecommunications provides strategic and operational leadership for the organization’s enterprise-wide telecommunication systems, including RingCentral, Avaya, and Cisco platforms. This role is responsible for developing and executing a comprehensive contact center strategy that supports clinical operations, enhances the patient and member experience, and promotes efficient staff collaboration across hospital campuses, ambulatory sites, and health plan service teams.

The Director will also lead the modernization of voice and contact center platforms, playing a key role in both care delivery and health plan operations such as member services, claims, provider relations, and utilization management. A critical component of this role is integrating telephony and mobility platforms with clinical and business systems, ensuring that communication tools support the organization’s broader digital transformation goals.

The Director will also work in close partnership with IT Operations to provide strategic direction for the organization’s enterprise mobile device program, with a focus on supporting clinical, operational, and administrative workflows.
Position: Director of Telecommunications
Department: Tech Support
Schedule: Full Time

Location: Remote
ESSENTIAL RESPONSIBILITIES / DUTIES:
Strategic Leadership & Planning:

- 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).

Operational Oversight:

- 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.

Mobility Program Oversight:

- 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.

Contact Center Strategy & Innovation:

- 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.

Vendor & Budget Management:

- Manage vendor relationships, contracts, licensing, and service level agreements (SLAs) and assess cost-saving or service-improving opportunities.

- Develop and oversee capital and operating budge