Director of Telephony & Contact Center Technology

Description

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

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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 con