Director, IT; Telecom​/Genesys Cloud - REMOTE

Job Description

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, digital identity, and contact center experiences—ensuring 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.

• 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.

• 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  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.

• 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.

• 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.

• 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…