Director of Telephony & Contact Center Technology

Cobalt Benefits Group•Exeter, NH

11d•Onsite

About The Position

At Cobalt Benefits Group (CBG), we specialize in customized, self-funded benefit solutions as a trusted Third-Party Administrator (TPA). With over 30 years of experience, we are committed to delivering exceptional service, compliance, and innovation in healthcare administration. The Director of Telephony & Contact Center Technology provides strategic leadership for contact center technology, platform optimization, system integrations, automation, analytics, and future-state capabilities that support operational excellence, customer experience, scalability, and continuous improvement across the organization. The Director of Telephony & Contact Center Technology leads the strategy, governance, and continuous improvement of CBG’s telephony and contact center technology environment. This role partners with Contact Center leadership, IT, vendors, and business stakeholders to maintain the technology roadmap, improve platform performance, support reporting and analytics, and implement enhancements that strengthen customer experience, operational efficiency, compliance support, and scalability.

Requirements

Bachelor’s degree in information technology, business administration, communications, operations management, or a related field; equivalent combination of education and experience may be considered.
Five to seven years of progressive experience supporting, leading, or managing contact center, telecommunications, VoIP, cloud-based phone system, or related technology environments.
Strong understanding of contact center operations, including call routing, queue management, service level monitoring, escalation paths, workforce tools, quality management, customer experience, and operational performance metrics.
Experience with cloud-based contact center platforms such as Dialpad, RingCentral, Zoom Contact Center, or similar systems.
Ability to use reporting and analytics to evaluate performance trends, identify service or technology gaps, and recommend improvements that support operational efficiency, compliance, scalability, and customer experience goals.
Demonstrated ability to gather business requirements, evaluate technology solutions, prioritize enhancements, coordinate cross-functional initiatives, support testing and implementation, and measure results.
Experience developing technology roadmaps, implementation plans, testing strategies, adoption plans, reporting packages, standard operating procedures, training materials, and leadership recommendations.
Experience working with vendors to evaluate platform capabilities, product roadmaps, new features, support needs, integration opportunities, and return on technology investment.
Familiarity with automation, AI-enabled contact center capabilities, self-service tools, CRM systems, ticketing platforms, workforce management systems, quality monitoring tools, compliance processes, and integrated reporting environments.
Strong communication, documentation, problem-solving, vendor coordination, and stakeholder management skills.

Responsibilities

Platform Strategy & Governance: Lead the strategic direction, governance, administration, and ongoing optimization of CBG’s telephony and contact center technology platform. Partner with Contact Center leadership, IT, vendors, and business stakeholders to develop and maintain a technology roadmap aligned with service expectations, operational priorities, compliance needs, and customer experience goals. Evaluate current platform capabilities, operational pain points, service trends, user feedback, and emerging business needs to identify system enhancements, process improvements, and future technology priorities.
Telephony Administration & Optimization: Oversee user access, permissions, call queues, routing rules, schedules, voicemail, call recording settings, reporting configuration, and related system functionality. Lead the design, configuration, testing, and continuous improvement of call flows, interactive voice response menus, auto attendants, escalation paths, routing logic, and communication workflows. Ensure technology configurations, access controls, documentation, and related processes support business continuity, compliance expectations, operational requirements, customer service standards, and departmental goals.
Reporting, Analytics & Performance Insights: Direct the development, validation, analysis, and distribution of operational reporting related to call volume, service levels, abandonment trends, wait times, agent activity, call outcomes, system performance, quality indicators, and other key contact center metrics. Use data and analytics to identify trends, risks, service-impacting issues, technology gaps, and performance improvement opportunities. Provide leadership with actionable recommendations that support operational performance, customer experience, compliance, scalability, and efficiency goals.
Innovation, Automation & Continuous Improvement: Identify and advance opportunities to expand the use of automation, AI-enabled capabilities, self-service tools, quality management solutions, workforce management functionality, reporting enhancements, and system integrations. Assess new features, emerging technologies, vendor capabilities, and industry best practices to determine potential business value. Develop recommendations based on expected customer experience, operational, compliance, scalability, and efficiency benefits.
Vendor, IT & Implementation Leadership: Serve as a primary strategic liaison with vendors to understand platform capabilities, product roadmaps, release plans, enhancement opportunities, system limitations, support needs, and opportunities to increase the value CBG receives from its technology investments. Lead coordination with IT, vendors, and internal teams for system upgrades, releases, integrations, migrations, testing plans, implementation activities, issue resolution, change management, and adoption of new functionality. Lead prioritization, business requirements gathering, stakeholder alignment, testing, implementation planning, deployment, adoption, post-implementation review, and measurement of roadmap initiatives. Develop, review, and maintain documentation for technology roadmaps, call flows, system processes, configuration changes, troubleshooting steps, testing results, training materials, end-user guidance, and leadership reporting.

Benefits

Fantastic medical, dental, and vision insurance
Twice annual employer HSA contributions, covering 50% of the HDHP plan’s annual deductible!
Company provided Basic Life and AD&D
Company paid Short-Term and Long-Term Disability
Flexible Spending Accounts
401(k) Retirement Plan with up to a 6% employer-match WOW! (100% fully vested after 3 years)
10+ paid holidays
Fully Paid half day Summer Fridays
Generous paid vacation and sick time
Annual Paid Volunteer Day
Annual Tuition Reimbursement
Annual Health and Wellness Reimbursement
Lots of fun company events