Deputy Director of Technology (DFML)

HCH is seeking a Deputy Director of Technology to support our client with the implementation of the new Paid Family and Medical Leave (PFML) program within the state of Massachusetts, administered by Department of Family and Medical Leave (DFML). The program will provide temporary income replacement to eligible workers who are welcoming a new child into their family, are struck by a serious illness or injury, need to take care of an ill or ailing relative, and for certain military considerations. In order to support PFML benefits administration, DFML (the Department) will implement a new technology system and a companion contact center that has the ability to scale up or down in response to claims and call volumes. The program is expected to commence on January 1, 2020.

The Deputy Director of Technology will be directly responsible for all technology needs including but not limited to requirements, purchases, and maintenance necessary to deliver the desired customer experience.

This individual will implement the strategic vision and process improvements as determined by the Department required for delivering a world class experience for the constituents of the state of Massachusetts (Commonwealth).

Overall Responsibilities:

This position is responsible for oversight of contact center and telephony technology solutions. This role will work closely with operational leadership to identify their needs, assess their impact, formulate potential alternatives, and architect long term solutions. They will partner with technology leaders and the Commonwealth to determine technical and operational needs of telephony and contact center solutions.

Duties include but not limited to:

• Ownership of management and positioning of contact center technology, including development and execution of strategic and innovative programs that support world-class customer service and differentiated customer experience.
• Architect and design the future contact center using cloud-based solutions (i.e., Architect across inbound, outbound, IVR, etc.)
• Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies.
• Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
• Support engineering teams to develop and apply frameworks, reference architectures, design, development, change management, release management, and QA best practices
• Build relationships with technical leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions
• Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
• Excel with evaluation of emerging Contact Center technologies, including presenting new technology ideas to Operational leadership and internal stakeholders

Qualifications:

• Bachelor’s degree and/or 6+ years of formal management and leadership experience within the IT field, preferably within the voice and networking/contact center space
• 6+ years of experience as a contact center solution architect designing, architecting, and implementing contact center technology at the enterprise
• Proven record of business results and in measuring success via KPIs (acquisition, conversion, and ROI)
• Well-versed in strategic planning processes to drive transformation and growth. In doing so, effectively influences leaders on the strategic direction and leads teams to execute on tactical details.
• Work experience with extensive knowledge of voice, messaging, and email contact center technologies
• Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies
• Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountability and expectations
• Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff, including
• Ability to explain technology solutions in business terms, establish rapport and persuade others
• Understanding of Agile development methodologies related to contact centers
• Strong architecture & systems planning skills
• Well versed with multi-channel technologies
• Solid understanding of contact center telephony markets, solutions, contact center designs and personalized IVR experience

Company Overview:

HCH Enterprises, LLC (HCH) is an IT Consulting, Engineering and Technical Services Company. Founded in 1986 HCH was incorporated in Rhode Island in 2001. Our mission is to develop and deliver high-value, creative and competitive solutions and services to our government and commercial clients. HCH specializes in: Business Analysis; Project/Program Management; Enterprise Architecture; Network Infrastructure Support; System Security; Software and Database Services; and COOP and Disaster Recovery. Our project teams have been providing direct and ongoing technical services and management support in healthcare and healthcare transformation efforts. We are committed to helping our client deliver quality healthcare services to the people they serve.

Contract Renewal:

• Likely

Full Time Opportunity:

• Yes

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off
• Parental leave
• Professional development assistance

Schedule:

• Monday to Friday