Contact Center & CRM Systems at Ennoble Arlington, Virginia

Associate Director, Contact Center & CRM Systems

Arlington, VA (On-Site)

About Us

Ennoble Care is a mobile primary care, palliative care, and hospice service provider with patients in New York, New Jersey, Maryland, DC, Virginia, Oklahoma, Kansas, Pennsylvania, and Georgia. Ennoble Care's clinicians go to the home of the patient, providing continuum of care for those with chronic conditions and limited mobility. Ennoble Care offers a variety of programs including remote patient monitoring, behavioral health management, and chronic care management, to ensure that our patients receive the highest quality of care by a team they know and trust. We seek individuals who are driven to make a difference and embody our motto, "To Care is an Honor." Join Ennoble Care today!

Overview

Ennoble Care is seeking an Associate Director of Contact Center & CRM Systems to own our Dialpad and Zoho CRM platforms end to end-from day-to-day administration to the analytics that drive operational decisions for clinical leadership and the C-suite. This is a technology platform administration role, not a marketing or public relations position. You'll spend your days in the Dialpad admin console and Zoho CRM builder, not writing press releases. This is not just a systems administration role. You'll inherit active automation projects in Zoho (workflow rules, field permissions, validation logic, cross-module integrations) and a growing analytics practice around Dialpad call data (transfer acceptance rates, queue performance, agent productivity). You'll be expected to build on both-and you'll have AI tools at your disposal to do it. We're actively using AI to automate workflows, analyze call data, and eliminate manual processes across both platforms. You'll be expected to leverage these tools to move faster than a traditional admin ever could. You'll report directly to the CIO and have regular visibility with the COO and executive leadership. This position is on-site at our Arlington, VA corporate headquarters.

Key Responsibilities

Dialpad Administration & Analytics (~610 users across 15+ offices and 11 states)

• Manage user provisioning/deprovisioning, license management (Connect vs Contact Center), number assignment, and extensions
• Configure and optimize call routing, IVR structures, queues, and office/department setup
• Build and maintain performance dashboards for clinical operations leadership-transfer acceptance rates (warm vs cold), queue performance, agent productivity, ring timeout analysis, voicemail detection
• Leverage AI tools to automate call data analysis, anomaly detection, and recurring reporting
• Track and report on KPIs weekly: call answer rate, abandon rate, average speed to answer, queue wait time
• Conduct root cause analysis when performance dips-whether it's a routing issue, a training gap, or a staffing constraint
• Serve as primary technical contact with Dialpad support and account team
• Troubleshoot call quality issues, agent status problems, and routing errors
• Design and implement call routing architecture for newly acquired practices, including IVR structure, agent assignments, failover logic, and holiday configuration, in coordination with contact center operations.

Zoho CRM Administration & Automation (~50+ liaisons, scaling to 100+)

• Manage user creation, role/profile management, field-level permissions, module configuration, and layout customization
• Own and extend existing workflow automations-bonus point calculations, pathway expiration enforcement, focused pathway caps, cross-module lookups (house call / hospice), referral-to-liaison mapping
• Drive data integrity: account deduplication, referral source accuracy, sync monitoring between Zoho, OA (OperationsAccel), and MatrixCare
• Build liaison performance dashboards and automate the pulse report
• Reduce bonus reconciliation from ~16 hours/month of manual work to near-zero through automation
• Use AI-assisted development to build and iterate on Zoho workflow rules, validation logic, and cross-module integrations faster

Integrations & Cross-Platform

• Coordinate user lifecycle (provisioning/deprovisioning) across Dialpad and Zoho as part of onboarding/offboarding workflows
• Maintain integrations between Dialpad, Zoho, CallRail, and other systems
• Monitor sync reliability between Zoho, OA, and the Dialpad data warehouse (Azure SQL)
• Support other no-code/low-code tools (Scribe, Keragon, Emitrr) as needed

Performance Monitoring & Reporting

• Track and report on Dialpad and Zoho KPIs weekly to leadership
• Identify trends and proactively address issues before they impact metrics
• Support Operations Analyst with data extraction for deeper analysis

Documentation & Training

• Create and maintain system documentation, runbooks, and SOPs
• Develop training resources to improve adoption and reduce errors
• Conduct end-user training for new hires and existing staff

What Success Looks Like

You own Dialpad and Zoho administration completely-user provisioning, routing changes, and system configuration no longer route through the helpdesk or the CIO. Leadership gets recurring, self-service visibility into call center performance and liaison productivity without asking for it. Manual reconciliation work that currently takes 16+ hours/month is automated or eliminated. When something breaks or trends in the wrong direction, you catch it before anyone else does.

Qualifications

Required

• 3+ years of experience administering a cloud communications platform (Dialpad, RingCentral, 8x8, Five9, or similar)
• 2+ years of experience administering a CRM (Zoho CRM strongly preferred; Salesforce acceptable)
• Hands-on experience building CRM automations-workflow rules, validation rules, field-level security, cross-module lookups
• Comfortable writing SQL queries for analytics (you'll query an Azure SQL data warehouse-and use AI tools to accelerate query development and analysis)
• Experience building dashboards or reports in Power BI, Looker, or similar
• Strong analytical skills-able to interpret data and identify root causes
• Excellent communication skills with ability to present metrics to leadership
• Strong attention to detail-you'll reconcile bonus payments where errors directly impact employee compensation
• Ability to work on-site in Arlington, VA

Preferred

• Zoho CRM administration certification
• Experience with Zoho-to-external-system integrations (webhooks, APIs, middleware like Zoho Flow)
• Healthcare industry experience (home health, hospice, or multi-site provider groups)
• Experience with Dialpad specifically (API, webhooks, admin console, contact center configuration)
• Familiarity with data warehousing concepts and ETL pipelines
• Experience using AI/LLM tools (Claude, ChatGPT, Copilot) to accelerate technical work-writing automations, analyzing data, building integrations
• Background in contact center operations (not just IT administration)

What We Offer

Ownership of two mission-critical platforms with direct impact on business performance. Direct visibility with CIO, COO, and executive leadership. AI-forward team-you'll have enterprise AI tools and an automation backlog with clear ROI from day one. Growing organization-the systems you build now will scale with 2x liaison headcount and continued M&A expansion. Competitive compensation and benefits package. Career growth opportunities within IT and operations.

Compensation

Salary Range: $90,000 - $110,000 with 10% Bonus based on Annual KPIs

Benefits

Full-time employees qualify for the following benefits: Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity. Paid Time Off. Paid Office Holidays.

All employees qualify for these benefits: Paid Sick Time. 401(k) with up to 3% company match. Referral Program. Payactiv: pay-on-demand - cash out earned money when and where you need it!

Candidates must disclose any current or future need for employment-based immigration sponsorship (including, but not limited to, OPT, STEM OPT, or visa sponsorship) before an offer