The Role
Lead enterprise networking and unified communications teams, ensuring stability, security, and performance of Cisco-based networks and Genesys contact center. Drive standard operating models, SLAs, vendor relationships, KPIs, and modernization (SD-WAN, automation, cloud connectivity). Manage budgets, stakeholders, and on-call operations to align services with business outcomes.
Summary Generated by Built In
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:
Essential Duties and Responsibilities:
Essential Duties and Responsibilities:
Essential Duties and Responsibilities:
Skills Required
- 8-12 years progressive IT experience with at least 3 years in a supervisory or leadership role
- Substantial network administration experience (enterprise LAN, WAN, Wi-Fi, Internet, connectivity)
- Experience with Cisco-based platforms
- Experience with Genesys cloud-based contact center solutions or Call-Center SaaS
- Experience leading modernization initiatives (SD-WAN, network automation, cloud connectivity)
- Some workstation and server support experience
- Ability to work outside normal hours and participate in an on-call schedule
- Experience with vendor management, carriers, and network provider relationship management
- Financial acumen and experience managing budgets and resource plans
- Experience establishing operating models, service catalogs, SLAs, and governance for network/UC services
- Bachelor's degree in Information Technology, Computer Science, or related field
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