Director Of Unified Communications

About the role

HSS is a top‑ranked hospital for orthopedics and rheumatology, a Magnet Award recipient for Nursing Excellence, and the first New York City hospital to earn that distinction. The organization seeks a senior leader to drive the strategy, execution, and operation of enterprise Unified Communications, contact‑center, collaboration, and AI‑enabled communication services. The role supports clinical workflows, patient access, employee collaboration, and business operations across a large, multi‑site healthcare system.

Key Responsibilities

• Unified Communications Program Execution & Technology Leadership: Lead execution and continuous enhancement of Unified Communications services; maintain a multi‑year roadmap for voice, video, messaging, collaboration, mobility, telecommunications, and contact‑center technologies; translate modernization priorities into programs and measurable outcomes; drive transformation from legacy platforms to cloud, hybrid, and AI‑enabled services.
• Unified Communications Operations: Direct design, implementation, administration, support, and operational management of enterprise Unified Communications infrastructure; oversee Avaya voice platforms, voicemail, call routing, SIP infrastructure, session border controllers, telecom circuits, and collaboration platforms; ensure high availability, reliability, scalability, and performance; manage incident, problem, change, and continuous‑improvement processes; manage carriers, cloud providers, and service‑level commitments.
• Contact Center & Customer Experience Technologies: Provide operational leadership for enterprise contact‑center technologies supporting patient access, scheduling, service desks, and clinical support; improve customer and patient experience through routing, analytics, automation, and omnichannel capabilities; oversee call analytics, workforce optimization, quality monitoring, and reporting; lead modernization to cloud contact‑center platforms, AI‑powered engagement, virtual assistants, and transcription.
• Collaboration & Digital Workplace Technologies: Lead enterprise collaboration services including voice/telephony, video conferencing, messaging, presence, mobile communications, team platforms, and unified messaging; partner with Digital Workplace, Infrastructure, End‑User Computing, and Information Security to deliver seamless communication across devices and locations; evaluate and implement technologies that enhance workforce collaboration, clinical communication, productivity, and secure communication.
• AI‑Powered Communications & Innovation: Evaluate, implement, and operationalize AI‑enabled Unified Communications and contact‑center technologies; lead adoption of conversational AI, virtual assistants, intelligent routing, AI analytics, speech analytics, voice biometrics, transcription, translation, generative AI platforms, and predictive workforce tools; develop governance, security, support, and measurement approaches; identify AI and automation opportunities to improve efficiency, patient experience, and service quality.
• Cybersecurity, Compliance & Risk Management: Ensure Unified Communications platforms comply with healthcare regulations, cybersecurity standards, privacy, business continuity, and organizational policies; partner with Information Security to remediate vulnerabilities and configuration risks; lead vulnerability management, patch coordination, secure configuration, and resiliency programs; support HIPAA, disaster recovery, emergency communications, records retention, incident response, and operational risk management.
• Technology Lifecycle Management: Develop and manage lifecycle strategies for hardware, software, cloud services, carrier services, collaboration platforms, contact‑center platforms, and supporting infrastructure; establish refresh plans, upgrade roadmaps, capacity plans, and modernization programs; manage vendor support agreements, licensing, maintenance contracts, warranties, and renewals.
• Financial Management: Support multi‑year financial planning for Unified Communications modernization; manage capital and operating budgets, forecasting, expense tracking, variance review, invoice validation, and cost optimization; develop business cases, ROI analyses, and cost models; identify cost‑optimization opportunities through service consolidation, contract management, carrier rationalization, licensing optimization, and cloud service management.
• Vendor & Team Leadership: Lead, mentor, and develop Unified Communications engineering and operations professionals; establish clear priorities, accountability, service expectations, and development plans; build a culture focused on reliability, responsiveness, and continuous improvement; manage strategic relationships with carriers, cloud providers, technology vendors, and managed service partners; negotiate contracts, licensing agreements, and service‑level commitments; ensure vendor performance, documentation, security, and operational targets are met.

Qualifications

• Education: Bachelor’s degree in Information Technology, Telecommunications, Computer Science, Engineering, Healthcare Technology, or a related field (required). Master’s degree preferred. Relevant industry certifications (e.g., ITIL, PMP, CISSP, CCNP Collaboration, Avaya, Microsoft Teams, cloud communications, contact‑center, or telecommunications certifications) are preferred.
• Experience: 7‑10+ years of progressive experience in Unified Communications, Telecommunications, Collaboration Services, Contact‑Center technologies, or related infrastructure leadership roles; 5+ years leading enterprise communications engineering and operations teams in large, complex organizations; healthcare industry experience strongly preferred, including support for hospitals, ambulatory sites, clinical operations, patient access, emergency communications, and distributed workforces; experience managing capital and operating budgets, vendor contracts, telecom carrier services, software licensing, and modernization funding requests; proven success leading enterprise communication modernization and technology lifecycle initiatives.

Pay

Base pay range: $128,500.00 – $195,750.00. The final salary will be determined based on scope of role, experience, education, accomplishments, internal equity, budget, and Fair Market Value evaluation. The position is eligible for additional benefits consistent with the role.