IT-Director Consumer Center/Cloud Telephony at AdventHealth

Date Posted: 6/4/2021

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Orlando
  • Date Posted:
    6/4/2021
  • Job ID:
    21013402
  • Job Family
    Information Systems
  • Travel
    No
  • Shift
    1 - Day
  • Organization
    AdventHealth Information Technology

Job Description


Description

Director of Enterprise Consumer Experience Center/Cloud Telephony

AdventHealth Information Technology

Location Address: Orlando FL

Top Reasons To Work At AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
  • Award-winning IT Department

Work Hours/Shift:

Full-Time, Monday – Friday

You Will Be Responsible For:

  • Manage a knowledgeable group of telephony communications & CRM analysts to help deliver premier contact center solutions for the company.
  • Monitor, evaluate and recommend industry leading trends in the SaaS cloud-based contact center technology space.
  • Serve as a subject matter expert to analyze business requirements.
  • Coordinates and collaborates with executives, leaders, and key stakeholders on IT project portfolio initiatives
  • Provides direction, leadership, and management of IT contact center initiatives across the Adventist Health System
  • Leverage agile practices & industry standards for project & product deployment
  • Participates in AdventHealth System strategic planning cycle and develops roadmaps based on strategic plan
  • Develops and secures approval of project and department budgets, including department charge backs and annual operating budget
  • Aids with contract reviews, cost modeling and other contract related initiatives
  • Responsible for delivering the projects on time, within budget, and per approved plans
  • Maintains professional affiliations, and current knowledge of applicable laws, regulations and statutes and remains current with the latest trends in healthcare
  • Works closely with legal on needed project related activities and guidelines  
  • Ensures compliance with all regulatory requirements
  • Develops, inspires, and maintains an effective, visible, and well-respected team by selecting, evaluating, developing, coaching, and managing the performance of qualified professionals
  • Ensure teams under management are highly engaged
  • Organizes staff through establishing clear accountabilities, delegation of duties, and appropriate departmentalization without creating silos
  • Develops personal development plans for direct reports
  • Works with internal and external project management teams
  • Manages relationships with multiple vendors and internal customers
  • Represents organization's IT interests with external parties
  • Able to facilitate staff corrective action plans and communications, as needed
  • Ensures support activities conform to the AIT service level targets
Qualifications
  • Manage a knowledgeable group of telephony communications & CRM analysts to help deliver premier contact center solutions for the company.
  • Monitor, evaluate and recommend industry leading trends in the SaaS cloud-based contact center technology space.
  • Serve as a subject matter expert to analyze business requirements.
  • Coordinates and collaborates with executives, leaders, and key stakeholders on IT project portfolio initiatives
  • Provides direction, leadership, and management of IT contact center initiatives across the Adventist Health System
  • Leverage agile practices & industry standards for project & product deployment
  • Participates in AdventHealth System strategic planning cycle and develops roadmaps based on strategic plan
  • Develops and secures approval of project and department budgets, including department charge backs and annual operating budget
  • Aids with contract reviews, cost modeling and other contract related initiatives
  • Responsible for delivering the projects on time, within budget, and per approved plans
  • Maintains professional affiliations, and current knowledge of applicable laws, regulations and statutes and remains current with the latest trends in healthcare
  • Works closely with legal on needed project related activities and guidelines  
  • Ensures compliance with all regulatory requirements
  • Develops, inspires, and maintains an effective, visible, and well-respected team by selecting, evaluating, developing, coaching, and managing the performance of qualified professionals
  • Ensure teams under management are highly engaged
  • Organizes staff through establishing clear accountabilities, delegation of duties, and appropriate departmentalization without creating silos
  • Develops personal development plans for direct reports
  • Works with internal and external project management teams
  • Manages relationships with multiple vendors and internal customers
  • Represents organization's IT interests with external parties
  • Able to facilitate staff corrective action plans and communications, as needed
  • Ensures support activities conform to the AIT service level targets

Summary:

AdventHealth is seeking a data-driven, consumer-focused, and energetic individual for a Director, IT Contact Center Applications and Cloud Telephony for its consumer contact center and enterprise cloud telephony program. This director is responsible for providing IT leadership oversight and direction for designing, implementing, and supporting a strategic portfolio of on-premises and cloud-based IT systems and initiatives across Advent Health. This robust portfolio includes clinical and non-clinical applications which are architected to be scalable, integrated and provide a highly customizable platform for our Consumer Experience Center. This role will partner with Contact Center Operations, Marketing, Business Development and other internal and external teams to accelerate consumer market traction for Advent Health’s next-generation Consumer Experience center.

The ideal candidate will be someone who has many years of experience managing and delivering enterprise class Contact Center solutions that have helped positively improve metrics and execute on agile product projects, growth curve and goals to deliver a premier Omni channel consumer experience. Director will use modern, Industry standards & best practice solutions that meet all the AdventHealth’s ever evolving and strict compliance requirements to deliver the company’s goals. This position leads-out on strategic IT planning, large-scale project budgeting, contract reviews, department budgeting, risk mitigation, senior-level vendor management and executive communications.


This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Job Requirements

 

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