Director Network Engineering - Contact Center

Providence•Irvine, CA

About The Position

Description Calling All Esteemed Leaders! Are you a visionary, mission‑driven technology leader who thrives at the intersection of enterprise engineering, service reliability, and strategic execution? Do you excel at guiding teams through complexity, translating business objectives into resilient technology services, and enabling modern, scalable digital experiences? At Providence, contact centers are a critical front door and foundational element of our digital engagement strategy. This role offers a unique opportunity to shape the future of contact center and engagement technology—where reliability, innovation, and scale come together to support the organization’s evolving healthcare mission. The Role The Director of Network Engineering is a highly visible Information Services (IS) leader accountable for the strategy, design, delivery, and evolution of Providence’s cloud‑based contact center platform—owning its reliability today while shaping its future through automation, advanced analytics, and AI‑enabled capabilities. Partnering closely with business and operational leaders, enterprise architecture, security teams, and strategic vendors, this role delivers a scalable, resilient engagement platform that supports enterprise priorities and transforms digital engagement at scale. What You’ll Do Strategic Service Leadership & Alignment Influence division‑wide caregiver and business priorities across the service portfolio and lead teams in defining a clear, compelling service vision. Align service strategy and execution with Providence’s broader business objectives, ensuring services are positioned for long‑term sustainability and continuous improvement. Anticipate industry, technology, and market trends; advise business leaders on emerging solutions and capabilities that enable future success. Service Design, Reliability & Delivery Excellence Lead the planning, design, and evolution of enterprise services, defining tools, infrastructure, processes, role clarity, dependencies, and documentation. Champion modern service management and site reliability practices to deliver secure, performant, resilient, and supportable services that meet defined KPIs. Optimize and transform engineering lifecycles to improve quality, reliability, and operational efficiency. Cross‑Functional Collaboration & Business Enablement Lead multidisciplinary workstreams across clinical, finance, marketing, and business development teams to develop and execute comprehensive service and solution strategies. Ensure strong business models, value propositions, go‑to‑market strategies, messaging, support structures, and operational readiness. Define division‑wide readiness requirements, ensuring stakeholders have the tools, systems, and processes needed to manage issues and information flow effectively. Communication, Adoption & Ecosystem Leadership Lead outbound communication and messaging strategies that enable adoption and sustained support of the service portfolio. Guide the development of content strategies, documentation, and communication that help caregivers fully realize the value of Providence technology solutions. Serve as the most visible representative and spokesperson for the service portfolio, owning the broader ecosystem strategy. Operational Excellence & Continuous Improvement Prioritize work across the service portfolio, removing barriers to agility and enabling teams to shift priorities without compromising service integrity. Promote a culture of quality and accountability, making informed decisions to balance reliability, delivery commitments, and service outcomes. Leverage data and metrics to measure caregiver experience, identify improvement opportunities, and drive service and cost efficiencies across the organization. People Leadership & Culture Build and sustain a diverse, high‑performing team with the capabilities needed to meet current and future business objectives. Develop talent through coaching, feedback, and career development while attracting new leaders and technical experts. Foster an inclusive, collaborative culture that reflects Providence values and empowers teams to do their best work.

Requirements

Bachelor’s degree in Computer Engineering, Computer Science, Mathematics, Engineering, or equivalent experience
Ten (10) or more years of relevant professional experience
Eight (8) or more years leading technical teams in complex, fast ‑ paced environments
Deep expertise in enterprise networking, including OSI stack, TCP/IP, WAN, wireless networking, MPLS, SSL layers, and modern networking standards
Strong knowledge of service management and site reliability engineering, with hands‑on technical credibility
Proven ability to leverage data and metrics to drive prioritization, behavior change, and continuous improvement
Experience operating as a trusted leader within executive and senior leadership teams
Ability to lead independently, manage ambiguity, and build the next generation of technical and people leaders
Excellent verbal, written, and presentation communication skills, including technical and executive‑level storytelling
Strong relationship‑building skills with executives, business leaders, and caregivers
Ability to simplify complex technical concepts to support clarity, decision‑making, and effective action
Mission‑driven, values‑based leadership approach
High emotional intelligence, resilience, and adaptability
Strong commitment to enabling caregivers and advancing healthcare through technology

Nice To Haves

Master’s degree in a related field preferred
Experience in a healthcare environment preferred

Responsibilities

Strategic Service Leadership & Alignment Influence division‑wide caregiver and business priorities across the service portfolio and lead teams in defining a clear, compelling service vision.
Align service strategy and execution with Providence’s broader business objectives, ensuring services are positioned for long‑term sustainability and continuous improvement.
Anticipate industry, technology, and market trends; advise business leaders on emerging solutions and capabilities that enable future success.
Service Design, Reliability & Delivery Excellence Lead the planning, design, and evolution of enterprise services, defining tools, infrastructure, processes, role clarity, dependencies, and documentation.
Champion modern service management and site reliability practices to deliver secure, performant, resilient, and supportable services that meet defined KPIs.
Optimize and transform engineering lifecycles to improve quality, reliability, and operational efficiency.
Cross‑Functional Collaboration & Business Enablement Lead multidisciplinary workstreams across clinical, finance, marketing, and business development teams to develop and execute comprehensive service and solution strategies.
Ensure strong business models, value propositions, go‑to‑market strategies, messaging, support structures, and operational readiness.
Define division‑wide readiness requirements, ensuring stakeholders have the tools, systems, and processes needed to manage issues and information flow effectively.
Communication, Adoption & Ecosystem Leadership Lead outbound communication and messaging strategies that enable adoption and sustained support of the service portfolio.
Guide the development of content strategies, documentation, and communication that help caregivers fully realize the value of Providence technology solutions.
Serve as the most visible representative and spokesperson for the service portfolio, owning the broader ecosystem strategy.
Operational Excellence & Continuous Improvement Prioritize work across the service portfolio, removing barriers to agility and enabling teams to shift priorities without compromising service integrity.
Promote a culture of quality and accountability, making informed decisions to balance reliability, delivery commitments, and service outcomes.
Leverage data and metrics to measure caregiver experience, identify improvement opportunities, and drive service and cost efficiencies across the organization.
People Leadership & Culture Build and sustain a diverse, high‑performing team with the capabilities needed to meet current and future business objectives.
Develop talent through coaching, feedback, and career development while attracting new leaders and technical experts.
Foster an inclusive, collaborative culture that reflects Providence values and empowers teams to do their best work.