Director of Telecommunication

Harvard Partners Trusted IT Advisors•Boston, MA

About The Position

As the Director of Telecommunications, you will be responsible for leading the development of a multi-year telecommunications and contact center strategy, aligning voice and omnichannel capabilities with the goals of both clinical care and health plan operations. You will partner with senior leadership across Patient Access, Member Services, Care Management, and Pharmacy to define unified communication strategies that support member engagement and operational efficiency. This role involves leading multi-year planning for telephony and contact center modernization, including the consolidation and migration of legacy systems to cloud-based platforms (e.g., RingCentral UCaaS, NICE CXone, etc.). You will drive the digital transformation of voice systems, including cloud migration, AI-powered virtual agents, and omnichannel integration (voice, SMS, email, chat). Overseeing day-to-day operations and performance of enterprise voice infrastructure across RingCentral, Avaya, and Cisco platforms supporting hospital campuses, ambulatory sites, member services, and remote users is a key responsibility. You will direct a team of telecom engineers and administrators responsible for deployment, support, and troubleshooting of voice and contact center technologies. Ensuring system resiliency, compliance (e.g., HIPAA), and high availability of all telecommunications services supporting clinical care, safety systems, and business operations is critical. Monitoring and reporting on system performance, call quality, and key performance indicators (KPIs) related to contact center efficiency and patient satisfaction will be part of your duties. You will also provide strategic direction for the organization's enterprise mobile device program and support the execution of large-scale mobility and paging modernization projects, including software/hardware upgrades and infrastructure improvements, ensuring mobility services align with broader telecommunications and digital transformation goals. Leading the design and implementation of next-generation contact center solutions to enhance patient access, member services, care coordination, and call handling across departments, and enabling and optimizing self-service options for patients and members through IVRs, chatbots, and web portals are also key aspects of this role. Integration of contact center platforms with EHR (e.g., Epic), CRM (e.g., Salesforce), M365, and claims processing systems, as well as managing vendor relationships, contracts, licensing, and service level agreements (SLAs) and assessing cost-saving or service-improving opportunities, are essential. Developing and overseeing capital and operating budgets related to telecommunications infrastructure and strategic initiatives, and negotiating with vendors to optimize cost, performance, and support alignment with health system priorities are also expected.

Requirements

Bachelor's degree in Information Technology, Telecommunications, or a related field; and 10+ years of progressive leadership experience in telecommunications or IT infrastructure, preferably in a healthcare setting; or equivalent combination of education and experience.
Strong experience managing RingCentral, Avaya, or Cisco voice platforms in a complex, multi-site environment.
Demonstrated success leading contact center strategy and operations, preferably in a health system or hospital network.
Experience integrating voice platforms with EHR (e.g., Epic), CRM (e.g., Salesforce), and claims or case management systems.
Extensive knowledge of enterprise voice and unified communications technologies, including RingCentral, Avaya, Cisco, VoIP, SIP, and UCaaS platforms.
Strong expertise in contact center platforms (e.g., NICE CXone), including design, operations, and performance optimization.
Solid understanding of healthcare delivery systems, ambulatory care, and health plan operations (e.g., member services, claims, provider support, care management).
Familiarity with healthcare and health plan regulatory requirements, including HIPAA, HITRUST, and CMS contact center standards.
Proven ability to develop and execute strategic roadmaps aligned with organizational goals across clinical and administrative domains.
Strong vendor management skills, including contract negotiation, service level management, and vendor performance oversight.
Demonstrated project and program management skills, with the ability to lead complex, cross-functional initiatives.
Financial acumen with experience in telecom budgeting, forecasting, and cost optimization.
Exceptional leadership and team-building capabilities, with a track record of mentoring high-performing teams.
Excellent communication and executive presentation skills, with the ability to convey technical concepts to non-technical stakeholders.
Ability to drive innovation, adopt emerging technologies (e.g., AI virtual agents, omnichannel platforms), and support digital transformation in both care delivery and payer environments.
Deep understanding of VoIP, SIP, UCaaS, PBX systems, IVRs, and contact center technologies such as NICE CXone.
Strong knowledge of Apple and Android mobile devices.
Strong knowledge of mobile device management platforms.
Strong understanding of healthcare operations, patient access models, and the regulatory landscape (e.g., HIPAA).
Excellent leadership, communication, vendor management, and cross-functional collaboration skills.

Responsibilities

Lead the development of a multi-year telecommunications and contact center strategy, aligning voice and omnichannel capabilities with the goals of both clinical care and health plan operations.
Partner with senior leadership across Patient Access, Member Services, Care Management, and Pharmacy to define unified communication strategies that support member engagement and operational efficiency.
Lead multi-year planning for telephony and contact center modernization, including the consolidation and migration of legacy systems to cloud-based platforms (e.g., RingCentral UCaaS, NICE CXone, etc.).
Drive digital transformation of voice systems, including cloud migration, AI-powered virtual agents, and omnichannel integration (voice, SMS, email, chat).
Oversee day-to-day operations and performance of enterprise voice infrastructure across RingCentral, Avaya, and Cisco platforms supporting hospital campuses, ambulatory sites, member services, and remote users.
Direct a team of telecom engineers and administrators responsible for deployment, support, and troubleshooting of voice and contact center technologies.
Ensure system resiliency, compliance (e.g., HIPAA), and high availability of all telecommunications services supporting clinical care, safety systems, and business operations.
Monitor and report on system performance, call quality, and key performance indicators (KPIs) related to contact center efficiency and patient satisfaction.
Provide strategic direction for the organization's enterprise mobile device program.
Support the execution of large-scale mobility and paging modernization projects, including software/hardware upgrades and infrastructure improvements.
Ensure mobility services are aligned with the broader telecommunications and digital transformation goals of the organization.
Lead the design and implementation of next-generation contact center solutions that enhance patient access, member services, care coordination, and call handling across departments.
Enable and optimize self-service options for patients and members through IVRs, chatbots, and web portals.
Integrate contact center platforms with EHR (e.g., Epic), CRM (e.g., Salesforce), M365, and claims processing systems.
Manage vendor relationships, contracts, licensing, and service level agreements (SLAs) and assess cost-saving or service-improving opportunities.
Develop and oversee capital and operating budgets related to telecommunications infrastructure and strategic initiatives.
Negotiate with vendors to optimize cost, performance, and support alignment with health system priorities.