Associate Director of Communication Systems

Associate Director of Communications 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 Communications 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 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

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

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

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

All employees qualify for these benefits:

401(k) with up to 3% company match

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 of employment is extended.

Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

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