IT Telecommunications Director - 240679

Under direct supervision of Information Technology leadership, the IT Director, Telecommunications will be responsible for:

• Perform all supervisory responsibilities associated with the IT department including employee related issues.
• Enforce company policies and procedures as a member of management for all employees
• Monitor and manage incoming incident and request via ticket management tool ensuring SLA are met
• Present a professional image as a representative of the company.
• Establish and maintain effective professional working relationships with co-workers, and every level of management.
• Provide guidance, and cross-departmental collaboration to contact center leaders and others to ensure that call flow design provides world class patients experience while adhering to defined standards
• Determine the goals of IT within broad outlines provided by the executive management and
• contribute to the continuity of computer services by providing necessary technical
• leadership and project coordination.
• • Forecast costs, equipment and personnel needs for projects and programs as required and
• related to MIS operations.
• • Stay abreast of the latest developments in MIS technology and remain highly technically
• competent at all levels of data processing while striving for enhanced user productivity
• through implementation of new software technology where applicable, and the
• implementation of policies that more effectively utilize MIS resources.
• • Prepares long and short-range plans for application selection, systems development, and
• acquisition of the resources needed to support them. Assures responsiveness of long-range
• plans to corporate objectives.
• • Establish and maintain relationships with contractors and equipment suppliers.
• • Capture, monitor and analyze computer usage data, recommend and implement policies,
• software and hardware to provide maximum resource utilization in a cost-efficient manner.
• • Assume the leadership role in developing and maintaining a systems disaster recovery plan.
• • Performs other duties as may be assigned.

Qualifications

Education:

• Bachelor’s degree in information systems or related field

Experience:

• 10 years required
• 5 years of experience with major contact center platforms, including AI
• 5 years of experience supporting a Content Management or Web site experiences
• 8 years previous management experience required
• Advanced experience designing and implementing core corporate systems
• Previous healthcare experience is a plus

Skills:

• Proven record of opportunity identification, business case development and implementation in a matrix environment.
• Skilled in technical and non-technical requirement development
• and delivery to cross functional stakeholders and deliver upon the vision.
• Delivery of projects and initiatives should be as much about the “what” as the “how” with the ability to demonstrate both
• Experience with either Five9, Genesys, Nice, Google or similar CCaaS Contact Center
• technology
• Lead transformational change and innovation while balancing budgetary
• considerations.
• Excellent customer service skills with the ability to deal tactfully, confidently, and ethically with all levels of the organization, and both internal and external customers,
• stakeholders, and vendors
• Ensure all regulatory and compliance standards are adhered to for all functions
• Experience with complete lifecycle of complex enterprise projects in addition to
• understanding core project management concepts, theories, practices, and methods a plus
• Ability to effectively design scalable solutions to meet business needs and system configuration
• Knowledge of finance, accounting, and an understanding of internal accounting controls
• Ability to thrive in a very fast-paced environment and be assertive when needed
• Ability and willingness to adapt job responsibilities as required to meet the demands and opportunities of a rapidly growing company
• Skills indicating highly motivated, results focused, and act with a high sense of urgency