Director, Network and Telecommunications Services

Overview Leads network, telecommunications, voice, and contact center technology services across VNS Health. Oversees the architecture, operations, reliability, monitoring, modernization, and continuous improvement of the connectivity and communications platforms that support corporate offices, regional locations, cloud environments, remote access, field operations, internal call centers, and business-critical services.Serves as a experienced leader for the network and communications environment, ensuring secure, reliable, scalable, well-documented, and supportable connectivity across the organization. Partners closely with Infrastructure, Engineering, Security, Service Support, Business Operations, vendors, and business stakeholders to strengthen service reliability, improve contact center capabilities, support site readiness, reduce operational risk, and modernize network and telecom services.Identifies opportunities to responsibly use automation and AI-enabled capabilities to improve network and telecom operations, monitoring, documentation, incident response, contact center performance, and service reliability.Leads and develops network and telecom managers and teams responsible for secure, reliable, and scalable connectivity and communications services. Accountable for building a capable, collaborative team, strengthening operational discipline, mentoring staff, and improving documentation, knowledge sharing, service reliability, vendor coordination, and overall service maturity. What We Provide Referral bonus opportunities Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability Employer-matched retirement saving funds Personal and financial wellness programs Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care Generous tuition reimbursement for qualifying degrees Opportunities for professional growth and career advancement Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities What You Will Do: Contributes to roadmap and capability planning for network, telecom, voice, and contact center technology services. Supports the development and implementation of standards, guidance, and operational practices for network architecture, telecom platforms, contact center technologies, site connectivity, remote access, network security services, monitoring, and operational support. Supports modernization and improvement efforts across network infrastructure, telecom services, cloud connectivity, contact center platforms, and related operational tools to improve reliability, resiliency, security, scalability, documentation, automation, and service quality. Oversees network engineering and operations, including routing, switching, wireless, firewalls, VPN, SD-WAN, cloud network connectivity, segmentation, and network access services. Ensures stable, secure, and reliable network connectivity across corporate offices, regional locations, cloud environments, remote users, and business-critical systems. Provides leadership for network capacity planning, lifecycle management, performance management, incident response, problem resolution, and optimization. Oversees AWS and Azure network connectivity and firewall technologies, including FortiGate, Azure Firewall, AWS VPC, Azure vNet, and related cloud network services. Partners with Information Security, Cloud, Infrastructure, and business stakeholders to ensure network services align with security, compliance, change management, least-privilege access, and enterprise architecture expectations. Oversees telecom, voice, and contact center technology services, including Five9, FortiVoice, IVR, voice routing, SMS communications, call steering, call recording, and related contact center tools. Ensures contact center platforms and telecom services are reliable, well-supported, documented, and aligned to business requirements. Partners with business stakeholders to support call flow changes, routing logic, IVR workflows, skill-based routing, reporting needs, and contact center service improvements. Oversees operational support for internal business call center operations and ensures appropriate escalation paths, after-hours support models, and vendor engagement processes are defined. Supports telecom licensing, platform lifecycle management, operational reporting, and service delivery improvements. Oversees network and telecom monitoring, alerting, reporting, operational dashboards, and service health visibility. Ensures current-state documentation is maintained for network diagrams, IP address inventories, subnets, firewall standards, routing standards, circuit inventories, telecom platforms, IVR flows, call routing, contact center schedules, and support procedures. Maintains clear support procedures, escalation paths, after-hours expectations, and service ownership practices for business-critical network and telecom services across sites, contact centers, AV systems, printers, conference rooms, and related services. Supports operational coverage planning, escalation management, and service restoration for network and telecom incidents. Evaluates AI-enabled and automation technologies, identifying practical use cases such as anomaly detection, operational analytics, contact center insights, ticket trend analysis, knowledge generation, reporting, incident response, and service performance improvement. Partners with Security, Architecture, Governance, Engineering, vendors, and business stakeholders to ensure AI-enabled tools are evaluated and implemented responsibly, securely, and in alignment with organizational standards. Manages operational relationships with support vendors and service delivery partners, including escalations, quality improvement, issue resolution, performance input, renewal planning, cost considerations, and service improvement opportunities. Leads, coaches, and develops managers and team members responsible for network engineering, network operations, telecom services, voice platforms, contact center technologies, and site connectivity. Assigns priorities, monitors progress, manages risks, and ensures quality and consistency of network and telecom deliverables. Builds leadership and team capability through coaching, mentoring, knowledge sharing, cross-training, and performance feedback. Supports workforce planning, skills development, coverage planning, and succession planning while promoting accountability, collaboration, operational discipline, proactive communication, service ownership, and continuous improvement across network and telecom teams. Participates in special projects and performs other duties as assigned. Qualifications Education: Bachelor's Degree in Information Technology, Computer Science, Network Engineering, Information Systems, Engineering, Telecommunications, Business Administration, or a related field required Master's Degree in Information Technology, Information Systems, Business Administration, Engineering, Healthcare Administration, or a related field preferred Work Experience Minimum seven years of experience in network engineering, network operations, telecommunications, voice services, contact center technology, infrastructure engineering, or enterprise connectivity services required Minimum four years of management and people leadership experience required Experience building, developing, and leading high-performing technical teams, including coaching, mentoring, performance management, skill development, and creating a culture of accountability, collaboration, and continuous improvement required Experience leading architecture, design, and implementation of network, telecom, and contact center systems, with a focus on planning, scalability, operational reliability, and alignment to business needs required Experience leading network and telecom environments, including routing, switching, wireless, firewalls, VPN, SD-WAN, cloud connectivity, voice platforms, IVR, call routing, contact center platforms, and site connectivity required Experience managing vendor-supported network, telecom, carrier, or contact center services, including technical escalations, service performance, and operational issue resolution required Experience with network security and access controls, including firewall policies, segmentation, VPN access, 802.1x, traffic inspection, and related security standards required Experience developing and maintaining technical documentation, design standards, operational runbooks, monitoring strategies, escalation procedures, and support models required Experience with change management processes, including change review, risk assessment, implementation planning, communication, and post-change validation required Experience leading and supporting technology projects, including planning, coordination, execution, stakeholder communication, dependency management, and delivery tracking required Strong leadership, troubleshooting, analytical, documentation, communication, stakeholder management, vendor coordination, planning, and problem-solving skills required Experience with FortiGate, Azure Firewall, AWS VPC, Azure vNet, Cisco, Arista, Five9, FortiVoice, VPN technologies, ISP circuits, enterprise monitoring tools, or related technologies preferred Experience with Microsoft identity and cloud technologies, including Active Directory, Microsoft Entra ID, Exchange Online, Microsoft 365, and related services preferred Experience in healthcare, field workforce environments, contact center environments, or highly distributed enterprise environments preferred Pay Range USD $137,800.00 - USD $183,800.00 /Yr. About Us VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We're one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day. #J-18808-Ljbffr VNS Health