Director, Unified Communications and Network Services
About the role
The Director of Unified Communications & Network reports to the VP, Information Technology and is responsible for the strategic leadership and operational management of the organization’s network infrastructure, unified communications (including cloud-based call center telephony platforms, corporate telecommunications solutions, messaging, and collaboration platforms).
Responsibilities
Lead the design, implementation, and maintenance of network infrastructure (LAN, WAN, VPN, wireless).
Oversee network security appliances and services, including firewalls and load balancers.
Monitor network performance, ensuring high availability, reliability, and security, leveraging AI NetOps and AI-augmented observability and monitoring solutions either in-house or through a 3rd party.
Develop and enforce network policies, procedures, standards.
Ensure a seamless transition from on-premises contact center infrastructure to a cloud-based solution, guaranteeing the service quality of our current VDI architecture to assure service quality, high availability, and robust disaster recovery.
Direct the strategy, deployment, and management of cloud-based call center telephony platforms (e.g., Nice, Genesys, TalkDesk, Five9, etc).
Oversee corporate telecommunications solutions, including unified communications, SIP trunking, and mobile device management.
Manage vendor relationships, contracts, performance, and service level management for telephony and telecommunications service providers.
Monitor system performance, uptime, and call quality; implement enhancements and troubleshoot issues.
Lead and oversee the RFP process to identify and select the most suitable SASE solution and implementation partner aligned with organizational needs.
Lead the design, deployment, and management of cloud networking solutions, including hybrid and multi-cloud environments.
Architect and implement SASE frameworks to unify network and security services, enabling secure access for users, devices, and applications regardless of location.
Collaborate with cybersecurity teams to ensure SASE solutions meet organizational security and compliance requirements.
Evaluate and integrate emerging cloud networking technologies to enhance connectivity, security, and scalability.
Direct the strategy, deployment, and management of cloud services as it relates to the network or communications platforms (AWS, Azure, etc.).
Ensure secure and efficient cloud operations, including telephony and network integrations.
Implement cloud security, compliance controls, cost optimization, and performance tuning.
Provide strategic direction, mentorship, and guidance to network engineers, telephony specialists, cloud administrators, and near-shore resources.
Cultivate a high-performance culture by setting clear objectives and expectations.
Identify skill gaps and proactively plan for succession and resource needs.
Promote transparency, open communication, and continuous improvement.
Demonstrate ability to evaluate and determine the optimal organizational structure, processes, and technologies that best align with the company’s goals for service quality, security, and cost-efficiency.
Lead and deliver operational excellence and adhere with ACA’s guiding principles and discipline of execution.
Plan, manage, and execute infrastructure, unified communications, and cloud networking projects, ensuring alignment with business goals and timely delivery.
Collaborate with cross-functional teams to implement new technologies and solutions.
Oversee budgeting, resource allocation, and timeline management for IT initiatives.
Engage diverse stakeholders, accurately capture their requirements, and translate them into actionable strategies.
Negotiate effectively, course-correct strategies when needed, and make sound decisions that align with timely organizational demands.
Ensure all infrastructure, unified communications, and cloud networking components adhere to security policies, regulatory requirements, and industry standards.
Work closely with cybersecurity teams to implement and maintain robust security controls.
Oversee the implementation of firewall, SASE, and telephony security policies.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
Minimum of 10 years of experience in IT infrastructure, unified communications, and cloud networking management, including 5 years in a leadership role.
Proven experience managing cloud-based call center telephony platforms, corporate telecommunications solutions, and cloud networking environments.
Demonstrated expertise in SASE implementation and architecture.
Strong process know-how on IT Service Management practices such as ITIL v4.
Expertise in Cisco technologies, network security, cloud platforms (AWS, Azure), and telephony systems.
Experience with performance management tools (e.g., SolarWinds, LogicMonitor, DataDog, etc), ticket tracking/documentation systems (e.g., JIRA, Confluence).
Strong project management skills, with experience leading complex IT, unified communications, and cloud networking initiatives.
In-depth knowledge of disaster recovery, business continuity, and compliance standards.
Exceptional communication, interpersonal, and organizational skills.
Preferred Qualifications
Relevant certifications (e.g., CCNA, CCNP, CCIE, AWS, Genesys, Five9, Palo Alto Networks, SASE-related certifications).
Experience with automation tools and scripting languages (e.g., Ansible, Python, PowerShell).
Familiarity with emerging technologies and trends in IT infrastructure, unified communications, cloud networking, and SASE.
Extensive experience with security control systems, including firewalls, content management systems, network access control (NAC), intrusion detection/prevention systems (IDS/IPS), and other security systems on-edge and in the cloud.
Supervisory Responsibility
This position manages a team of Infrastructure Engineers, Unified Communications Specialists, Cloud Networking Engineers, and Network Administrators, including ACA full-time associates and near-shore resources. This position also oversees staff activities, provides administrative support, and offers coaching and mentorship.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work
This is a full-time position with a work schedule of Monday-Friday with occasional schedule adjustments for night and weekend work.
Travel
This position will require up to 10% travel.