Molina Healthcare · 2 months ago
Director, IT (Telecom / Genesys Cloud) - REMOTE
United States
Full-time
Remote
Director/Executive
$118K/yr - $275K/yr
12+ years expMolina Healthcare is seeking a Director of IT (Telecom) to provide strategic and operational leadership for their enterprise communication and digital engagement ecosystem. The role involves overseeing cloud-based technologies and leading multidisciplinary teams to drive improvements in member and provider interactions through innovative communication solutions.
Health CareHospitalMedical
Responsibilities
Define and execute the vision and roadmap for unified communications, collaboration, and contact experience, integrating voice, digital, and authentication capabilities into a single, cohesive ecosystem
Advance the maturity of existing cloud-native UCaaS and CCaaS platforms (Genesys Cloud) through automation, analytics, and AI-driven optimization
Align communication and engagement strategies with business goals to enhance member satisfaction, workforce productivity, and service quality
Establish governance, key performance indicators, and service models that ensure operational excellence, transparency, and accountability
Manage departmental budgets, vendor contracts, and technology investments to achieve measurable business value and cost efficiency
Lead the design and deployment of AI-enabled contact center capabilities, including conversational AI, intelligent routing, predictive analytics, and sentiment analysis
Integrate Salesforce with Genesys Cloud to deliver a unified “single pane of glass” agent experience, enabling efficient workflows, contextual insights, and personalized interactions
Oversee implementation of Lightico or equivalent digital completion solutions to support secure eSignatures, document sharing, and real-time digital interactions
Drive innovation in digital identity and biometric authentication, including digital ID card programs, to strengthen member trust and simplify secure access across channels
Collaborate with data and analytics teams to leverage AI-driven insights for personalization, proactive service, and efficiency gains
Lead pilots and proofs of concept demonstrating measurable improvements in self-service, first contact resolution (FCR), and customer satisfaction
Provide executive oversight for enterprise communication and contact center operations supporting 4,000+ concurrent agents
Ensure high reliability, availability, and performance across all communication and engagement platforms
Implement observability, automation, and AIOps frameworks to proactively detect and resolve service issues
Govern operational SLAs, SLOs, and KPIs to maintain exceptional uptime, responsiveness, and user experience
Continuously assess performance data and feedback to identify opportunities for optimization, automation, and process improvement
Ensure compliance with HIPAA, PCI, SOC2, and healthcare-specific data protection requirements
Oversee governance for digital identity, biometric authentication, and data privacy controls across all communication and engagement platforms
Partner with Security and Risk functions to proactively identify and mitigate vulnerabilities
Maintain audit readiness, incident response, and risk mitigation programs to safeguard sensitive data and maintain regulatory alignment
Lead, mentor, and develop a high-performing team of engineers, architects, and digital experience specialists
Foster a culture of innovation, collaboration, and accountability focused on measurable business impact
Encourage continuous learning and exploration of emerging AI, automation, and identity technologies
Partner cross-functionally with Operations, Digital Experience, and IT leadership to ensure alignment on strategy and outcomes
Represent Unified Communications and Contact Experience in enterprise governance and digital transformation councils
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Engineering, or related field
12+ years of progressive experience in Unified Communications, Collaboration, or Contact Center technology leadership
5+ years in a senior management or director-level role overseeing large-scale, cloud-based UCaaS/CCaaS environments supporting 4,000+ agents
Proven experience integrating Genesys Cloud with Salesforce to enable unified agent experiences and operational analytics
Strong understanding of healthcare environments, including Medicaid, Medicare, and Marketplace member and provider engagement models
Demonstrated success in implementing AI-driven contact center and digital engagement initiatives, including Lightico, biometric authentication, and digital ID solutions
Financial management experience overseeing budgets, vendor contracts, and technology investments for large-scale operations
Deep knowledge of cloud contact center technologies, UCaaS, VoIP, SIP, omnichannel routing, and collaboration platforms
Experience with AI, automation, workforce management, speech analytics, and CRM integrations
Familiarity with digital identity, authentication, and secure document workflow platforms
Strong grasp of observability, reliability engineering, and compliance frameworks in regulated industries
Visionary leader with strong business acumen and the ability to translate complex technology into measurable outcomes
Exceptional communicator skilled at influencing across technical, operational, and executive teams
Proven track record of vendor and stakeholder management at enterprise scale
Strategic thinker focused on innovation, resilience, and customer experience excellence
Passionate about delivering trusted, human-centered, and technology-enabled communication experiences
Preferred
Master's degree in Information Technology, Computer Science, Engineering, or related field
Benefits
Competitive benefits and compensation package
Company
Molina Healthcare
Molina Healthcare is a healthcare company that specializes in government-sponsored healthcare programs for families and individuals.
10001+ employees
H1B Sponsorship
Molina Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (56)
2024 (45)
2023 (43)
2022 (31)
2021 (35)
2020 (55)
Funding
Current Stage
Public CompanyTotal Funding
$2.35B2025-11-17Post Ipo Debt· $850M
2024-11-13Post Ipo Debt· $750M
2021-11-16Post Ipo Debt· $750M
Leadership Team
Dave Reynolds
Executive Vice President, Health Plans & Medicaid Chief Operating Officer
Debbie Simkins
Vice President, Office of the CIO
Recent News
2026-01-17
Company data provided by crunchbase