Director of Telephony & Contact Center Technology

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.

This position can be Hybrid in Exeter, NH*

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.