Director, Unified Communications and Network Services

Overview

Director, Unified Communications and Network Services is responsible for the strategic leadership and operational management of the organization’s network infrastructure and unified communications. The role combines hands-on technical expertise with visionary leadership to ensure the reliability, security, and scalability of all network and communications systems. The Director leads a diverse team of ACA full-time associates and near-shore/off-shore resources, driving operational excellence and innovation to guarantee service availability of unified communications and network services to internal and external stakeholders.

• Lead the design, implementation, and maintenance of network infrastructure (LAN, WAN, VPN, wireless).
• Oversee network security appliances and services, including firewalls and load balancers.
• Monitor network performance, ensuring high availability, reliability, and security, leveraging AI Net Ops and AI-augmented observability and monitoring solutions either in-house or through a third party.
• Develop and enforce network policies, procedures, standards.

• Ensure a seamless transition from on-premises contact center infrastructure to a cloud-based solution, guaranteeing the service quality of our current VDI architecture to assure service quality, high availability, and robust disaster recovery.
• Direct the strategy, deployment, and management of cloud-based call center telephony platforms (e.g., Nice, Genesys, Talk Desk, Five9, etc).
• Oversee corporate telecommunications solutions, including unified communications, SIP trunking, and mobile device management.
• Ensure seamless integration between telephony platforms and network infrastructure.
• Manage vendor relationships, contracts, performance, and service level management for telephony and telecommunications service providers.
• Monitor system performance, uptime, and call quality; implement enhancements and troubleshoot issues.
• Lead and oversee the RFP process to identify and select the most suitable SASE solution and implementation partner aligned with organizational needs.
• Lead the design, deployment, and management of cloud networking solutions, including hybrid and multi-cloud environments.
• Architect and implement SASE frameworks to unify network and security services, enabling secure access for users, devices, and applications regardless of location.
• Collaborate with cybersecurity teams to ensure SASE solutions meet organizational security and compliance requirements.
• Evaluate and integrate emerging cloud networking technologies to enhance connectivity, security, and scalability.
• Direct the strategy, deployment, and management of cloud services as it relates to the network or communications platforms (AWS, Azure, etc.).
• Ensure secure and efficient cloud operations, including telephony and network integrations.
• Implement cloud security, compliance controls, cost optimization, and performance tuning.

• Provide strategic direction, mentorship, and guidance to network engineers, telephony specialists, cloud administrators, and near-shore resources.
• Cultivate a high-performance culture by setting clear objectives and expectations.
• Identify skill gaps and proactively plan for succession and resource needs.
• Promote transparency, open communication, and continuous improvement.
• Demonstrated ability to evaluate and determine the optimal organizational structure, processes, and technologies that best align with the company’s goals for service quality, security, and cost-efficiency.
• Ability to lead and deliver operational excellence and adhere with ACA’s guiding principles and discipline of execution.

• Plan, manage, and execute infrastructure, unified communications, and cloud networking projects, ensuring alignment with business goals and timely delivery.
• Collaborate with cross-functional teams to implement new technologies and solutions.
• Oversee budgeting, resource allocation, and timeline management for IT initiatives.
• Engaging diverse stakeholders, accurately capturing their requirements, and translating them into…