Senior Director - Voice Services

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

The Opportunity

Providence India is aimed to digitally enable our vision of Health for a better world. This includes building, deploying, and managing the applications, tools and technology that supports the experience and productivity of 120,000 caregivers and, ultimately, the health outcomes for patients.

 

Technology Engineering & operations (TEO) organization manages the technology platforms for entire Providence, which includes Cloud Migration, Networks, Citrix, M365, ServiceNow, Endpoints, Digital workspace, voice infrastructure and clinical voice applications. TEO ensures to provide reliable and resilient infrastructure services by modernizing and optimizing the existing technologies.

Voice Services is the key for healthcare and as a leader of Voice services, you must work with the US stakeholders and build the roadmap for Voice modernization to provide a scalable, reliable and resilient solution.

Directly lead the application engineering, support teams, and vendor strategy for all Voice Services technology.  Partner with operational leaders inside and outside Information Services to understand technology needs and rapidly develop forward facing modern solutions to address gaps.  Ensure ongoing support and compliance for application ecosystem.

 

 

Key Responsibilites

 

 Strategic:

  • Develop a prioritized multi-year roadmap to build an integrated best-in class, automated, centralized, governed, and reliable, cloud first, enterprise voice solution. solutions.  Determine the investments necessary in terms of people and technology to achieve these objectives.
  • Having experience with innovative mindset in bringing automation in some of the routine Clinical operations focusing on driving higher productivity and efficiency
  • Align existing cross organizational teams and initiatives under an innovative, common vision; strategy; and approach for the Providence enterprise.
  • Define and implement policies, processes, and procedures for the governance and management of data.
  • Build and maintain strategic partnerships with external relevant partners to advance Providence capabilities and leadership position in healthcare and technology industries
  • Participate in Providence strategic planning and development in conjunction with other senior leaders.
  • Anticipate changing demands from the Providence organization and business environment and creatively realign data and analytics objectives as needed to align with organizational strategic objectives.

 

Leadership:

  • Attract, retain, and develop world class engineering having good experience in US Healthcare background predominantly in Provider space
  • Promote and foster an organizational culture that is innovative, agile, flexible, and aligned to the mission and values of the organization
  • Identify and execute high priority strategies to meet the data and information needs of Providence executives and managers
  • Ensure data quality and security across the enterprise including external data
  • Experience in People leadership handling large teams, complex transformation and successful in building and growing teams
  • Manage performance with respect to budget, objectives, and customer expectations as required to meet operational, quality, and mission goals. 
  • Develop and provide guidance for negotiations with preferred information technology vendor contracts.  Manage key vendor and partner relationships

 

Professional Experience/Qualifications

  • Bachelor's /Master’s Degree in Technology.
  • 18 or more years of senior technology leadership experience including experience related to Service Engineering, voice technologies like Cisco, Avaya.
  • 10 or more years of leading a team to support the creation and execution of strategic plans / roadmaps to address service and process gaps.
  • 5 years of experience working in a leadership role that required collaborating across multiple technology and/or business functions to achieve business outcomes.
  • Azure, O365, Cloud design and architecture, Voice technologies, applications, and operational support methodologies
  • Demonstrated problem solving skills, analytical skills, and data-driven approach.
  • Knowledge of financial principles and practices and the ability to apply them effectively (preferred).

 

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.