Technical Systems Lead, CA Bridge Connect

Position Overview

The Technical Systems Lead, CA Bridge Connect, oversees the technical infrastructure powering the CA Bridge Connect helpline and ensures that our products and systems operate reliably, securely, and efficiently to connect participants with CA Bridge Connect Navigators for referrals to MAT and other addiction treatment and overdose prevention support. This is a hands-on technical role for someone who can move fluidly between systems architecture, product roadmap discussions, vendor management, compliance, reporting, and day-to-day troubleshooting. This person will be responsible for how our technology stack integrates and scales as the program grows, utilizing performance and operational data along with insights from CA Bridge Connect Navigators, helpline users, program staff, and other platform users to guide recommendations and decisions.

Essential Duties & Responsibilities

• Project Management, Product Development, and Systems Administration:
  • Serve as the lead technical resource and primary point of accountability for the CA Bridge Connect helpline and all integrated technical tools, products, and systems
  • Oversee the roadmapping, development, testing, and deployment of new features, tools, technical solutions, and integrations, working with contractors to execute the work
  • Develop and manage project plans, timelines, and scope for technical initiatives
  • Evaluate and recommend tools and platforms that improve operations and participant outcomes
  • Manage the design and implementation of new technical solutions or upgrades
  • Translate between non-technical stakeholders and vendors or other technical partners and consultants
  • Oversee vendors and other contractors hired for development work
  • Manage relationships between CA Bridge Connect and technical vendors, partners, and advisors
  • Ensure our technical products and systems align with direction provided by leadership
• Testing & Quality Assurance:
  • Monitor product and system performance and ensure prompt response to outages or degraded service
  • Identify, diagnose, and clearly communicate technical issues affecting CA Bridge Connect Navigators, participants, and other users
  • Test new configurations, integrations, and workflow changes before they go live
  • Regularly check in with CA Bridge Connect Navigators to seek their expertise and feedback, understand where tools are confusing, slow, or creating unnecessary work, and identify opportunities to streamline
  • Triage reported issues and coordinate with vendors to ensure resolution
• Training & Documentation:
  • Create and maintain thorough documentation of system architecture, configurations, integrations, and processes
  • Train CA Bridge Connect Navigators and other staff on new tools and workflows
  • Serve as the go-to technical resource when something breaks or needs clarification
  • Provide documentation, presentations, and other resources or requested information to help internal and external audiences understand how CA Bridge Connect products and systems work
• Data & Reporting:
  • Coordinate with program staff and CA Bridge Connect leadership to verify data and evaluation needs, goals, processes, and deliverables/outputs
  • Maintain data and reporting infrastructure to support reporting requirements and ad-hoc requests
  • Ensure data quality, consistency, and integrity across products and systems
• Compliance & Security:
  • Ensure products and systems meet applicable security, privacy, and regulatory requirements for handling sensitive information, and in accordance with funder and contractual requirements
  • Maintain data privacy protocols, access controls, and audit trails across the technology stack
  • Develop and maintain incident response procedures and business continuity plans for critical systems
• Other Duties as Assigned:
  • Communicate clearly and confidently about CA Bridge Connect products, overall technical system, risks, and opportunities to program leadership, funders, and other stakeholders
  • Support other CA Bridge and Bridge Center initiatives to advance the development of additional technology solutions that drive access to treatment

Minimum Qualifications

• Five years of experience in product development, product management, technology or systems administration, computer science, and/or technical project management
• Bachelor's degree, or substitute with four additional years of relevant experience

Other Qualifications

• Experience administering and/or managing development of cloud-based contact center platforms strongly preferred, with direct experience in Amazon Connect a plus
• Experience overseeing technical integrations — including CRM systems, APIs, and data pipelines
• Experience designing technical solutions and developing product roadmaps or working cross-functionally with product/engineering teams to scope new tools, features, or integrations
• Solid understanding of security and compliance requirements relevant to health information, including HIPAA, and handling sensitive information
• Experience managing external technical vendors, including scoping work, evaluating deliverables, and holding teams accountable
• Excellent verbal and written communication skills, with the ability to present technical information to non-technical audiences with confidence and clarity across diverse learning styles and roles, including through visuals and graphics
• Strong product testing and QA skills, including the ability to diagnose technical problems and communicate findings clearly
• Experience with public health, healthcare, behavioral health, and/or substance use preferred
• Motivated by the mission of expanding access to addiction treatment and serving populations facing barriers in accessing treatment that are the product of structural forces, including racism and stigma, with dignity

Pay

The full salary range for this position is $102,876 (minimum) to $154,966 (maximum) per year. The typical hiring range for this position is from $102,876 (minimum) to $128,921 (midpoint), based on 100% FTE. The starting salary is determined based on the candidate's knowledge, skills, experience, and budget availability.

Schedule

This is a full-time 1.0 FTE position with a schedule of 40 hours per week. This position is based in California, working remotely from home, with occasional travel within California to attend meetings or events.