Contact Center Technology Enablement Project Director

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Contact Center Technology Enablement Project Director at Hummingbird, you will spearhead the strategic design and implementation of Hummingbird’s Contact Center as a Service technology stack, overseeing complex migrations and multi-client integrations. You will drive end-to end execution across project workstreams, establish scalable roadmaps, and align initiatives with organizational goals and operational readiness. This role focuses on delivering seamless implementations through strong governance, proactive risk management, effective stakeholder engagement, and change leadership to optimize outcomes and enhance operational performance.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Exempt

Compensation: Starting at $161,000 per year

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: 20% or less for client visits, training, and company events

Benefits Eligible: Yes

People Manager: No

Responsibilities

Strategic Leadership  

• Lead the end-to-end deployment and integration of Hummingbird’s Contact Center as a Service (CCaaS) technology stack, including new program implementations and migrations.  

• Serve as the workstream leader for CCaaS technology implementation and technology enabled support services deployment as part of Operate Client Contact Center Readiness.

• Develop strategic program roadmaps that align with business objectives, address cross-team interdependencies, and accelerate technology maturation. 

• Advance the Contact Center as a Service technology suite by leveraging automation, AI, and analytics to enhance efficiency, streamline operations, and improve user experience. 

• Establish standardize project frameworks and methodologies to streamline implementation practices, aligned with our standard Modern Access Experience implementation plans 

 

Project Management and Risk Mitigation 

• Establish governance structures, steering committees, and communication plans to maintain oversight, control, and alignment across initiatives, in partnership with the client’s Engagement Leader. 

• Ensure successful workstream delivery by managing risk, budget adherence, and resource allocation, and cross-functional dependencies. 

• Develop and execute detailed project plans with milestones, deliverables, and critical path tracking. 

• Identify and mitigate risks through proactive planning, escalation protocols, and structured risk management frameworks. 

• Provide clear and actionable status reporting to internal stakeholders, ensuring timely communication of project health, risks, and key decisions.  Provide client content to captain of client-facing status reports.  

• Oversee system testing, integration validation, and quality assurance processes to ensure go-live readiness. 

• Manage vendor partnerships, contracts/SOWs, and technology deliverables to ensure alignment with business outcomes. 

 

Stakeholder Engagement and Change Management 

• Act as the primary liaison for executive stakeholders and operational leaders, ensuring alignment with organizational priorities and operational readiness. 

• Lead comprehensive change management strategies to facilitate smooth adoption of new technology platforms. 

• Collaborate with internal teams and end-users to gather feedback and address concerns throughout the project lifecycle. 

• Foster partnerships between agents, support services, and technical teams to ensure comprehensive engagement. 

 

Ongoing Support and Performance Optimization  

• Lead post-go-live support, stabilization, and continuous improvement efforts across Hummingbird’s CCaaS technologies to ensure long-term success. 

• Leverage partnership with Value & Insights Leader and Access Analytics Architect to evaluate impact and ROI of CCaaS technology, evaluating system health, usage, and performance to drive optimization and investment decisions. 

• Optimize system performance based on user feedback and evolving requirements. 

• Coordinate system upgrades in collaboration with vendors, operations, and technology teams. 

• Partner with performance transformation and technology teams to develop and manage processes for tracking, prioritizing, and resolving system issues, ensuring efficient ticket management and escalation protocols. 

• Represent Hummingbird in business review meetings with vendors, driving alignment on performance, service improvements, and technology roadmaps. 

 

Team Leadership (if serving as a team leader) 

• Provide day-to-day supervision to help your team meet department and organizational goals.  

• Conduct regular 1-1s with team members, offering guidance and support to help them overcome challenges and achieve their objectives.  

• Assist managers by providing input for performance evaluations, resource allocation, and workload management.    

• Coordinate cross-functional work efforts and drive projects to timely completion. 

Required & Desired Skills

Required Skills and Experience 

• 8+ years in technical project management, implementation, or related fields, with a focus on large-scale, multi-client systems and technology migrations. 

• A deep understanding for Patient Access

• At least 3+ years specifically leading contact center technology implementations, with experience in platforms like Talkdesk, Genesys, NICE, Verint, or similar. 

• Strong knowledge of omnichannel contact center operations, including voice, chat, SMS, and self-service technologies. 

• Proven expertise in managing complex project frameworks, governance structures, and comprehensive communication plans. 

• Skilled in developing high-level project plans, tracking milestones, and ensuring deliverables are met on time. 

• Experience managing budgets, allocating resources, and optimizing team performance to ensure project success. 

• Ability to build and maintain strong relationships with executive stakeholders and project sponsors. 

• Proven success in leading cross-functional teams, aligning business and technical teams, and driving collaborative workstreams. 

• Expertise in developing and executing change management strategies to support system adoption. 

• Strong background in identifying, mitigating, and escalating risks to avoid disruptions and ensure smooth project execution. 

• Experience overseeing system testing, integration validation, and managing go-live preparations for complex technical implementations. 

 

Desired Skills and Experience 

• Deep technical understanding of contact center technology platforms such as Talkdesk, Verint, and other tools used for contact center operations, with the ability to leverage these systems to optimize performance. 

• Experience deploying AI-driven contact center solutions, such as virtual agents and Conversational AI.  

• Expertise in agile methodologies or project management best practices (PMP, Six Sigma, or similar certifications preferred). 

• Experience designing and implementing scalable project playbooks, frameworks, and methodologies to drive repeatable success. 

• Knowledge of healthcare system operations, patient access services, and familiarity with regulatory requirements, contact center workflows, and capacity management. 

• Proficiency in using project management tools like Monday.com to track progress, allocate resources, and coordinate team activities. 

• Proven leadership experience in managing virtual or geographically distributed teams, ensuring collaboration and accountability in remote work environments. 

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The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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