Global Network & Call Center Technologies Senior Director Job Markham Ontario Canada,IT/Tech

Responsibilities :

Network Leadership & Transformation

Lead the Global Network POD responsible for delivering all enterprise networking services (LAN, WAN, SD-WAN, wireless, cloud, hybrid connectivity).

Execute a global network transformation roadmap that emphasizes security, agility, and cloud readiness.

Design and implement network architecture that enables our Zero Trust security model, ensuring authentication, segmentation, and least-privilege access across all environments.

Oversee secure, reliable connectivity across corporate, manufacturing, and research facilities, supporting critical operations without disruption.

Manage and operate enterprise-grade network security tools and infrastructure:

-Palo Alto firewalls

-Zscaler ZIA/ZPA

-VPN, DNS security, micro segmentation, and secure remote access

Use telemetry, AIOps, and automation to drive proactive monitoring, incident response, and root cause analysis.

Call Center Technology & Innovation

Own and evolve the global architecture and support model for all call center and customer engagement platforms (voice, IVR, CTI, omnichannel).

Lead digital transformation of the contact center through the deployment of:

-AI-driven voice and sentiment analytics

-Virtual agents, intelligent routing, and automation

-Enhanced self-service and knowledge management tools

Partner with business teams to improve operational efficiency, customer experience, and insight generation using advanced analytics and AI/ML.

Strategic & Cross-functional Leadership

Serve as a key influencer in global infrastructure and security architecture initiatives.

Ensure all network and voice platforms meet regulatory, privacy, and data protection requirements—especially in regulated and GxP environments.

Collaborate with information security, digital workplace, cloud, and business technology teams to deliver secure, integrated, and future-ready capabilities.

Lead vendor and service provider relationships to deliver on SLA, innovation, and cost efficiency.

Requirements

Qualifications

Required:

10+ years of progressive experience in global network and voice infrastructure roles, with 3+ years in technical leadership.

Deep experience with network architecture and security in manufacturing and R&D environments, including compliance and uptime sensitivity.

Demonstrated leadership in network modernization, including SD-WAN, cloud connectivity, and secure hybrid designs.

In-depth knowledge of Zero Trust principles and the ability to apply them across network and access domains.

Strong hands-on and architectural expertise in:

-Network security platforms (Palo Alto, Zscaler)

-Call center technologies (Genesys, NICE, Cisco, Avaya, Five9, etc.)

-AI/ML applications in networking or contact centers

Strong collaboration, communication, and stakeholder management skills.

Preferred:

Palo Alto Networks (PCNSE)

Zscaler Certified Professional (ZCP)

Contact center certifications (Genesys, NICE, Cisco, etc.)

Zero Trust or cloud architecture certifications (e.g., AWS, Azure, CISSP)

Working Environment:

At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

Benefits:

Medical, Dental and Vision Insurance

Generous Paid Time Off options, including Vacation and Sick time, plus national holidays including year-end shut down

401(k) match and annual company contribution

Company paid life insurance

Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions

Long Term Incentive Plan for eligible positions

Referral bonus program


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