Director Network Engineering - Contact Center

Job 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.

What You'll Bring

• Education
  • Bachelor's degree in Computer Engineering, Computer Science, Mathematics, Engineering, or equivalent experience
  • Master's degree in a related field preferred
• Experience
  • Ten (10) or more years of relevant professional experience
  • Eight (8) or more years leading technical teams in complex, fast-paced environments
  • Experience in a healthcare environment preferred
• Leadership & Technical Capabilities
  
  • 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
• Communication & Influence
  
  • 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
• Personal Attributes
  
  • Mission-driven, values-based leadership approach
  • High emotional intelligence, resilience, and adaptability
  • Strong commitment to enabling caregivers and advancing healthcare through technology

Why Join Us?

• Lead enterprise-scale impact: Shape technology services that support caregivers and patients across Providence.
• Drive meaningful change: Advance modern service management and reliability practices in a mission-driven healthcare organization.
• Develop future leaders: Build, mentor, and grow high-performing technical teams.
• Collaborate with purpose: Work alongside passionate clinical, business, and technology leaders.
• Advance a mission that matters: Contribute directly to Providence's commitment to improving health and caregiver experience.

Ready to Shape the Future of Healthcare?

If you are a strategic, technically grounded, and mission-aligned technology leader ready to drive enterprise impact through reliable, innovative services, we encourage you to apply and join us in shaping the future of healthcare.

About Us

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate's placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.