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