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Director of Telecommunication

Harvard Partners Trusted IT Advisors
  • Boston, Massachusetts
  • $120,000–$170,000
  • Quick Apply
30+ days ago

Job Description

As the Director of Telecommunications, you will be responsible for the following:

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.

Qualifications:
  • Bachelor's degree in Information Technology, Telecommunications, or a related field; and10+ 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.

Numbers & Facts

LocationBoston, Massachusetts
Salary$120,000–$170,000

Skills

  • Ambulatory Careunmatched
  • Androidunmatched
  • Appleunmatched
  • Artificial Intelligence (AI)unmatched
  • Artificial Intelligence (AI) Agentsunmatched
  • Avaya Softwareunmatched
  • Budgetingunmatched
  • Business Operationsunmatched
  • Business Strategyunmatched
  • Call Center Operationsunmatched
  • Call Center Telephonyunmatched
  • Call Centersunmatched
  • Capital Budgetingunmatched
  • Case Managementunmatched
  • Cisco Network Systemsunmatched
  • Claims Managementunmatched
  • Claims Processingunmatched
  • Clinical Medicineunmatched
  • Clinical Supportunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • Content Management Systems (CMS)unmatched
  • Contract Negotiationunmatched
  • Conversation Engineunmatched
  • Cost Analysisunmatched
  • Cost Controlunmatched
  • Cost Forecastingunmatched
  • Cross-Functionalunmatched
  • Customer Relationship Management (CRM)unmatched
  • Emerging Technologyunmatched
  • Epic Systemsunmatched
  • HIPAA (Health Insurance Portability and Accountability Act)unmatched
  • Hardware Upgradesunmatched
  • Health Planunmatched
  • Healthcareunmatched
  • High Availabilityunmatched
  • Hospitalunmatched
  • Identify Issuesunmatched
  • Information Technology & Information Systemsunmatched
  • Internet Portalunmatched
  • Leadershipunmatched
  • Licensingunmatched
  • Medical Record Systemunmatched
  • Mentoringunmatched
  • Mobile Devicesunmatched
  • Negotiation Skillsunmatched
  • Operations Planningunmatched
  • PBX (Private Branch eXchange)unmatched
  • Performance Analysisunmatched
  • Performance Metricsunmatched
  • Performance Tuning/Optimizationunmatched
  • Pharmacyunmatched
  • Presentation/Verbal Skillsunmatched
  • Project/Program Managementunmatched
  • Regulationsunmatched
  • Regulatory Requirementsunmatched
  • Relocation Servicesunmatched
  • SIP (Session Initiation Protocol)unmatched
  • Safety Systemsunmatched
  • Salesforce.comunmatched
  • Service Level Agreement (SLA)unmatched
  • Short Messaging Service (SMS)unmatched
  • Software Upgradesunmatched
  • Speech Technologyunmatched
  • Strategic Planningunmatched
  • Supplier Optimizationunmatched
  • Supplier Relationship Management (SRM)unmatched
  • System Migrationunmatched
  • Team Playerunmatched
  • Telecommunicationsunmatched
  • Unified Communicationsunmatched
  • Vehicle Drivingunmatched
  • Vendor/Supplier Evaluationunmatched
  • Vendor/Supplier Managementunmatched
  • Vendor/Supplier Relationsunmatched
  • VoIP (Voice over IP)unmatched
  • Voice Applicationsunmatched

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