Role Summary:
Provides strategic and operational leadership for enterprise networking and unified communications services, including core network infrastructure, Cisco-based platforms, and the Genesys cloud-based contact center solution. This role is accountable for service stability, availability, security, and the evolution of network and communications capabilities into a mature, service-driven organization aligned with business outcomes.
Key Responsibilities:
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Lead and develop engineering teams responsible for enterprise networking (LAN, WAN, Wi-Fi, Internet, and connectivity) and Unified Communications services including Call-Center Saas solutions
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Drive stabilization efforts to improve network reliability, performance, and resiliency, with a strong focus on customer-facing and mission-critical communications services.
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Establish standardized operating models, service catalogs, SLAs, and governance for network and unified communications services.
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Own vendor management and strategic relationships with carriers, network providers, ensuring service quality, contract alignment, and cost optimization.
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Partner with Security, Architecture, Applications, and Business stakeholders to align network and communications capabilities with enterprise and customer experience requirements.
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Define and track KPIs, operational metrics, and executive-level reporting for availability, performance, and customer impact
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Lead modernization initiatives, including network automation, SD-WAN, cloud connectivity, and contact center and telephony platform optimization.
Skills & Competencies:
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Strong strategic and analytical thinking with proven leadership in complex IT environments
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Expertise in technology management, governance, and portfolio planning
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Excellent executive communication and stakeholder engagement skills
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Ability to lead organizational change and drive transformation initiatives
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Financial acumen and experience managing budgets and resource plans
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The ability to work outside normal hours, when needed, is expected, and an on-call schedule is required in this position.
Essential Duties and Responsibilities:
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Leads multiple IT teams or disciplines, ensuring strategic alignment and effective execution
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Develops long-term plans for technology capabilities, staffing, and budget management
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Partners with senior business leaders to define and prioritize technology initiatives
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Establishes governance frameworks, standards, and metrics for performance and risk management
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Promotes innovation and adoption of emerging technologies to improve efficiency and scalability
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Builds and maintains a high-performing team culture focused on accountability and results
