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Director, Unified Communications and Network Services
Director, Unified Communications and Network ServicesAmerican Credit Acceptance • Spartanburg, SC, US
Director, Unified Communications and Network Services

Director, Unified Communications and Network Services

American Credit Acceptance • Spartanburg, SC, US
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Description

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). This role combines hands-on technical expertise with visionary leadership, ensuring the reliability, security, and scalability of all network and communications systems. The Director leads a diverse team of ACA full-time associates and near-shore / off-shore resources, driving operational excellence and innovation to guarantee service availability of unified communications & network services to internal and external stakeholders.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions listed below.

Network Services Management

  • 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.

Unified Communications & Telephony Management

  • 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.
  • Ensure seamless integration between telephony platforms and network infrastructure.
  • 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.
  • Cloud Networking & SASE Implementation

  • 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.
  • Cloud Services Management

  • 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.
  • Team Leadership and Development

  • 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.
  • Demonstrated 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.
  • Ability to lead and deliver operational excellence and adhere with ACA’s guiding principles and discipline of execution.
  • Project Management

  • 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.
  • Engaging diverse stakeholders, accurately capturing their requirements, and translating them into actionable strategies.
  • Negotiate effectively, course-correct strategies when needed, and make sound decisions that align with timely organizational demands.
  • Security and Compliance

  • Ensure all infrastructure, unified communications, and cloud networking components adhere to security policies, regulatory requirements, and industry standards.
  • Strong experience in firewalls, content filters, network access control, Intrusion Detection and Prevention systems, and other security controls.
  • Work closely with cybersecurity teams to implement and maintain robust security controls.
  • Oversee the implementation of firewall, SASE, and telephony security policies.
  • Success Metrics

    Success in this role will be measured by :

  • Successfully lead and manage both in-sourced and outsourced teams to achieve strategic objectives.
  • Effectively solving business problems with technology solutions.
  • Achieving and maintaining high system uptime and stability.
  • Delivering projects on time and within budget.
  • Managing costs and optimizing resource allocation.
  • Developing, tracking, and maintaining team performance metrics for ACA associates and near-shore resources.
  • 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 oversee 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.

    EEO Statement

    ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.  ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    California Privacy Notice

    As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our  Employee Privacy Notice .

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