Head of Telephony & Contact Center Technology

Cobalt Benefits Group LLC; Exeter (NH); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

HSA contributions

401(k) with employer match

Paid holidays and vacation

Tuition reimbursement

Flexible Spending Accounts

Job summary

Cobalt Benefits Group is seeking a Director of Telephony & Contact Center Technology to lead our telephony platform, optimize call flows, and drive analytics across the operation. The role partners with Contact Center leadership, IT, vendors, and business stakeholders to maintain a roadmap that supports compliance, customer experience, and scalability.

This position can be hybrid in Exeter, NH, with full-time responsibilities and a focus on ongoing improvements, automation, and reporting across

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5–7 years in contact center/telephony tech leadership or similar.
• Experience with cloud-based contact center platforms and analytics.
• Ability to gather requirements, prioritize enhancements, and lead implementations.
• Strong communication, vendor coordination, and stakeholder management.

Responsibilities

• Lead strategy, governance, and optimization of telephony and contact center tech.
• Develop and maintain a technology roadmap aligned with operations and compliance.
• Oversee call flows, routing, queues, schedules, and reporting configurations.
• Collaborate with IT, vendors, and stakeholders on upgrades and integrations.
• Drive automation, analytics, and future-state capabilities for efficiency.

Skills

Communication skills

Vendor coordination

Stakeholder management

Problem-solving

Leadership

Education

Bachelor’s degree (IT/Business/Communications/Operations)

Tools

Dialpad

RingCentral

Zoom Contact Center

Job description

Cobalt Benefits Group is seeking a Director of Telephony & Contact Center Technology to lead our telephony platform, optimize call flows, and drive analytics across the operation. The role partners with Contact Center leadership, IT, vendors, and business stakeholders to maintain a roadmap that supports compliance, customer experience, and scalability.

This position can be hybrid in Exeter, NH, with full-time responsibilities and a focus on ongoing improvements, automation, and reporting across