Role Summary
The Director of Network &Telecom provides strategic and operational leadership for enterprise networking and unified communications services, including core network infrastructure, Cisco-based platforms, and the Genesys cloud-based contact center solution. This role is accountable for service stability, availability, security, and the evolution of network and communications capabilities into a mature, service-driven organization aligned with business outcomes.

Key Responsibilities

Lead and develop engineering teams responsible for enterprise networking (LAN, WAN, Wi-Fi, Internet, and connectivity) and Unified Communications services including Call-Center Saas solutions
Drive stabilization efforts to improve network reliability, performance, and resiliency, with a strong focus on customer-facing and mission-critical communications services.
Establish standardized operating models, service catalogs, SLAs, and governance for network and unified communications services.
Own vendor management and strategic relationships with carriers, network providers, ensuring service quality, contract alignment, and cost optimization.
Partner with Security, Architecture, Applications, and Business stakeholders to align network and communications capabilities with enterprise and customer experience requirements.
Define and track KPIs, operational metrics, and executive-level reporting for availability, performance, and customer impact.
Lead modernization initiatives, including network automation, SD-WAN, cloud connectivity, and contact center and telephony platform optimization.

Skills & Competencies:

Strong strategic and analytical thinking with proven leadership in complex IT environments
Expertise in technology management, governance, and portfolio planning
Excellent executive communication and stakeholder engagement skills
Ability to lead organizational change and drive transformation initiatives
Financial acumen and experience managing budgets and resource plans

The ability to work outside normal hours, when needed, is expected, and an on-call schedule is required in this position.

Essential Duties & Responsibilities:

Leads multiple IT teams or disciplines, ensuring strategic alignment and effective execution
Develops long-term plans for technology capabilities, staffing, and budget management
Establishes governance frameworks, standards, and metrics for performance and risk management
Promotes innovation and adoption of emerging technologies to improve efficiency and scalability
Builds and maintains a high-performing team culture focused on accountability and results
Required Education: Bachelor’s degree in Information Technology, Computer Science, or related field preferred
Preferred Education: College Degree with Certifications and Experience
Required Experience: 8–12 years of progressive IT experience with at least 3 years in a supervisory or leadership role
Computer Skills Required: Some workstation and server support experience. Substantial network administration experience.

Physical Demands:

The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.

Physical Demands:

Essential Duties and Responsibilities:

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Director, IT - Network and Telecom