ClearCaptions LLC

Role Description The Accounting Manager manages key accounting functions and supports the accuracy, timeliness, and integrity of the company’s financial reporting. This role oversees general ledger activities, month-end and year-end close processes, account reconciliations, journal entries, financial reporting schedules, and assigned accounting operations such as accounts payable, accounts receivable, fixed assets, inventory, leases, tax-related activities, and other areas as assigned. The Accounting Manager leads and develops accounting team members, supports internal controls and audit activities, evaluates accounting processes and systems, and partners cross-functionally to support accurate financial results, operations decision-making, and continued organizational growth. What This Role Does - Oversees assigned accounting operations, including general ledger, accounts payable, accounts receivable, fixed assets, inventory, leases, accruals, tax-related activities, and other accounting areas as assigned. - Leads month-end, quarter-end, and year-end close activities, including review of journal entries, account reconciliations, financial analyses, reclassifications, allocations, and corrections. - Prepares and reviews monthly financial statements, reports, account analyses, and supporting schedules by collecting, analyzing, and summarizing general ledger information. - Reviews journal entries, account reconciliations, supporting schedules, and close deliverables prepared by accounting team members. - Provides leadership and oversight of the accounts payable function, including vendor invoice processing, coding, workflow routing, payment support, and transaction accuracy. - Oversees employee expense, corporate credit card, and travel-related accounting processes, including compliance with company policy and follow-up on exceptions. - Supports tax and compliance activities as assigned, including annual 1099 reporting and related accounting schedules. - Supports internal and external audit requests by preparing and reviewing schedules, gathering supporting documentation, responding to inquiries, and addressing follow-up items. - Manages team workflow, assigns responsibilities, reviews work product, provides coaching, and supports performance and development of accounting team members. - Partners cross-functionally with Finance, Operations, IT, and other business stakeholders to support accurate transaction processing, reporting, and business analysis. - Takes an active approach to talent management by onboarding, mentoring, and inspiring a diverse, highly engaged, and skilled team. - Continuously strengthens team capability through talent development, succession planning, and recruitment. - Performs other duties as assigned. Qualifications - A bachelor’s degree in accounting, finance, business, or a related field is required. Equivalent combinations of education and directly relevant experience may be considered. - CPA or CMA certification is preferred. - A minimum of four (4) years of progressive accounting experience is required, including experience with general ledger accounting, month-end close, account reconciliations, financial reporting, and audit support. - A minimum of two (2) years of experience leading people or teams is required. - Thorough understanding of Generally Accepted Accounting Principles (GAAP) and the ability to apply them accurately and consistently. - Experience reviewing journal entries, account reconciliations, financial analyses, and supporting schedules. - Experience supporting internal controls, accounting policies, process documentation, and audit requests. - Strong analytical, accounting, planning, and problem-solving skills. - Intermediate to advanced proficiency with Microsoft Excel and experience using ERP or general ledger accounting systems. - Experience with NetSuite, Microsoft Dynamics/Great Plains, or similar accounting systems is preferred. - Ability to manage multiple priorities and deadlines in a fast-paced environment while maintaining accuracy, accountability, and attention to detail. - Ability to work independently and as part of a team, take ownership of work product, operate with appropriate judgment, and provide guidance to others. - Demonstrated ability to lead through influence, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes. - Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals. - Ability to plan and manage at both strategic and tactical operational levels. - Excellent verbal and written communication, presentation, and problem-solving skills. - Strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams, such as Microsoft Teams and Slack. Physical Demands In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process. - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $115,000 to $125,000/yr plus 10% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description The Business Insights Manager leads cross-functional analytics across Marketing, Sales, and Implementation within our mission-driven organization dedicated to improving lives. This role partners with senior leadership, including the C-suite, to deliver reporting frameworks, forecasts, and deep-dive analyses that inform strategic and operational decisions. The role connects insights across the customer lifecycle, helping the organization understand performance drivers from lead generation through sales conversion, implementation, and customer activation. The Manager leads a team of analysts responsible for translating complex data into clear, actionable insights aligned with organizational priorities. As a strategic thought partner to functional leaders, the Manager guides performance measurement, identifies opportunities for growth and operational efficiency, and strengthens data-driven decision-making across the Operations organization. What This Role Does - Leads and develops a high-performing analytics team responsible for delivering insights across Marketing, Sales, and Implementation operations. - Works collaboratively with internal teams to solve cross-functional business challenges and provide key insights and actionable, data-backed recommendations that drive improvement for both our business and our customers. - Assesses broad business questions and distills root causes to develop analytical frameworks for data-driven answers. - Partners with senior leadership to define key performance indicators (KPIs), measurement frameworks, and reporting that support strategic planning and operational execution. - Analyzes business and financial initiatives to measure their effectiveness and impact on KPIs for both the functional department and the overall business. - Provides constructive feedback and coaching to drive continuous improvement, strengthening both technical and business acumen, while aligning individual team member growth with organizational goals. - Guides the development and optimization of models and advanced analytics (e.g., regression, time series, segmentation), including ongoing monitoring and variance analysis. - Establishes and scales reporting frameworks, dashboards, and data products that deliver actionable visibility into performance and business value, while upholding customer service, integrity, and resource efficiency. - Independently determines and pursues deep-dive opportunities to identify performance drivers, growth opportunities, and operational efficiencies across acquisition, conversion, and implementation processes. - Maintains a detailed understanding of platforms, data structures, and services to become a reliable source for the organization and contribute to the evolution of analytics capabilities and frameworks. - Partners closely with Data Engineering and Reporting teams to communicate and collaborate on complex data needs and projects to support business requirements, automation initiatives, and opportunities. - Guides the design and interpretation of experiments, pilots, and new initiatives to measure impact and support data-driven decision making. - Fosters a culture of data literacy and self-service analytics by improving accessibility, clarity, and adoption of reporting tools and insights. - Takes an active approach to talent management by onboarding, mentoring, and inspiring a diverse, highly engaged, and skilled team. Continuously strengthens team capability through talent development, succession planning, and recruitment. - Performs other duties as assigned. Qualifications - Bachelor's degree in a related field (e.g., Business, Economics, Statistics, Analytics) or equivalent experience; Masters preferred. Equivalent combinations of education and relevant experience will be considered. - A minimum of eight (8) years of increasing responsibility in data analytics, business intelligence, or operations analytics, with demonstrated expertise in cross-functional business and financial data. - A minimum of two (2) years of experience leading or mentoring analysts or analytics teams, including accountability for performance, development, and delivery of results aligned with organizational objectives. - Proficiency in data analysis and related technologies, including SQL, DAX, Python and/or R, advanced Excel, and experience working with large, complex datasets, Salesforce data, operational platforms, Git repositories, and Fabric and/or Azure environments. - Strong data visualization and communication skills using Power BI and/or Tableau, with demonstrated ability to translate insights into compelling data storytelling and presentations for organizational leadership. - Excellent analytical skills and understanding of statistical concepts with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. - Experience with evaluation of statistical significance, variance analysis, funnel and/or lifecycle analysis, A/B testing and performance optimization. - Demonstrated ability to partner with business unit leaders and cross-functional stakeholders to influence decision-making through data as well as to communicate technical findings for executive and non-technical audiences. - Self-starter with strong leadership, organizational, communication, and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Ability to work collaboratively with colleagues and team members to create a high-quality, results-driven, team environment built on trust and respect. - Ability to plan and manage at both strategic and tactical operational levels, while achieving goals, overcoming obstacles, and planning for contingencies. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process. - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. - Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $130,000 to $145,000/yr plus 10% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network. This role will ensure that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization. The Director will own vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers. This role serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency. What This Role Does - BPO Strategy & Network Development - Develops and executes the long-term strategy for ClearCaptions' outsourced field service network. - Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand. - Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement. - Vendor Selection & Contract Management - Identifies, evaluates, and onboards BPO field service providers. - Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees. - Develops compensation models and incentive structures that align vendor performance with company objectives. - Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards. - Quality & Performance Management - Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization. - Develops vendor scorecards and reporting mechanisms to measure installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation. - Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place. - Training & Certification - Designs and maintains a comprehensive training and certification program for outsourced field technicians. - Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians. - Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations. - Ensures vendor leadership actively coaches and develops field technicians using ClearCaptions standards. - Regulatory Compliance - Ensures all BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements. - Partners with Compliance and Quality teams to identify and address performance gaps and develops compliance monitoring and audit programs. - Operational Excellence - Develops scheduling, dispatching, and workforce planning standards for outsourced partners. - Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment. - Drives continuous improvement initiatives focused on quality, customer experience, productivity, and reducing operational friction to improve installation efficiency. - Financial Performance - Owns BPO field service economics and performance. - Manages vendor costs and ensures outsourced installation costs remain competitive with Direct installation costs where practical. - Identifies opportunities to improve efficiency while maintaining service quality. - Develops reporting and forecasting to support financial planning and operational decision-making. - Performs other duties as assigned. Qualifications - Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field. Equivalent combinations of education and relevant experience will be considered. - Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks. - Minimum five (5) years' experience leading multi-site or geographically dispersed teams. - Proven experience negotiating and managing vendor contracts and service agreements. - Experience with workforce planning, capacity management, forecasting, and budget accountability. - Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes. - Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes. - Experience developing training, certification, and performance management programs. - Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements. - Ability to plan and manage both strategic and tactical operational levels. - Excellent verbal and written communication skills, relationship management, and presentation skills. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $172,000 to $187,000/yr plus 15% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. Equal Opportunity Employer ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Protecting Your Candidate Experience At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind: - All legitimate ClearCaptions job openings are posted exclusively on this careers page. - Our recruiters will only contact you from verified @clearcaptions.com email addresses. - We will never offer a job through LinkedIn messages or any social media platform. - We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process. - We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. - If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com. We’re committed to a hiring process that is respectful, secure, and clear every step of the way.

Role Description The Sr. Business Systems Administrator will play a crucial role in supporting and optimizing our business operations, with a primary focus on Salesforce administration. The role will manage, optimize, and enhance our Salesforce platform. This role will be responsible for system configuration, user management, troubleshooting, reporting, and supporting various teams in leveraging Salesforce to drive efficiency and business growth. What This Role Does - Oversee the day-to-day operation and maintenance of Salesforce. - Develop, implement, and manage Salesforce configurations, customizations, and workflows. - Identify opportunities for automation and process improvements within Salesforce. - Partner with Sales, Customer Experience, Business Operations, and IT teams to streamline workflows and improve efficiency. - Troubleshoot and resolve any integration issues to maintain the integrity of our business processes. - Provide technical support and troubleshoot issues for Salesforce users across departments. - Develop and deliver training materials and sessions to enhance user adoption and proficiency. - Partner with stakeholders to understand business needs and translate them into Salesforce solutions. - Monitor system performance and recommend improvements for scalability. - Maintain compliance with company policies, industry regulations, and data security best practices. - Partner with Business Operations analysts to create and maintain comprehensive documentation of system configurations, processes, and integrations. - Act as the primary point of contact for Salesforce-related inquiries and support requests. - Collaborate with end-users to understand their issues and provide timely resolutions. - Partner with IT Operations and development teams to escalate and resolve system issues efficiently. - Conduct QA testing for new tools and applications, ensuring they meet established standards and requirements. - Lead User Acceptance Testing (UAT) processes to validate that solutions meet user needs and business objectives. - Provide detailed feedback to the development teams on any identified issues during testing. - Work on project-based assignments, collaborating with cross-functional teams to implement Salesforce enhancements and improvements. - Manage and prioritize Salesforce Jira tickets, ensuring timely completion of assigned tickets, meeting project deadlines. - Perform all other duties as assigned. Qualifications - A high school diploma or equivalent is required. Combinations of education and relevant experience will be considered. - A minimum of five (5) years of experience as a Salesforce Administrator or similar role is required. - Salesforce Administrator Certification (ADM-201) is required. - Experience with user management, permission sets, profiles, and role hierarchy. - Ability to troubleshoot issues and optimize system performance. - Experience with third-party integrations and APIs. - Knowledge of Salesforce Sales Cloud, Service Cloud, and Experience Cloud. - Familiarity with data migration, import/export tools (Data Loader), and reporting tools. - Experience working in a call center, customer service, or sales-driven organization is a plus. - Knowledge of quality assurance processes and experience in conducting UAT. - Familiarity with Jira for tracking and managing tasks. - Demonstrated ability to lead through influence and collaboration, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes. - Excellent verbal and written communication, presentation, and problem-solving skills. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands - Sitting, standing, and walking (95-100%). - Keyboarding (70-90%). - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%). Work Environment - 100% Remote: Work environment is at home. Compensation $85,000 to $95,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description The Sr. Technology Operations & Reliability Manager is responsible for leading and managing the DevOps and 24/7 Site Reliability Engineering (SRE) teams to ensure the performance, reliability, and scalability of the ClearCaptions call platform. The role requires a strategic and hands-on approach to optimizing cloud infrastructure, implementing automation, and enforcing best practices to maintain high availability of enterprise applications and databases. The Sr. Technology Operations & Reliability Manager collaborates with stakeholders across departments to ensure a resilient, secure, and highly efficient technology environment. This role requires practical experience supporting highly available telecommunications, VoIP, or real-time communications platforms. - Leads and manages the DevOps and 24/7 SRE teams responsible for CI/CD pipelines, cloud infrastructure, observability, and automation. - Develops and enforces best practices for site reliability, incident management, and infrastructure optimization. - Ensures high availability, performance, and scalability of the call platform while minimizing service disruptions. - Leads operational reliability for ClearCaptions’ real-time communications platform, including VoIP, PSTN-connected services, SIP-based call flows, carrier interconnects, routing, and media quality. - Partners with telecom engineering, carriers, vendors, SRE, Security, Product, and Engineering teams to improve resiliency, reduce incident frequency, and ensure rapid recovery from service-impacting events. - Oversees telecom-related incident response, escalation, RCA, and corrective/preventive action plans, with measurable improvements in availability, MTTR, call quality, and customer impact reduction. - Ensures operational readiness for telecom platform changes, including runbooks, monitoring, alerting, change validation, failover testing, and disaster recovery planning. - Drives observability and SLO development for call-platform services, including signaling, media, carrier connectivity, routing performance, and service health. - Establishes monitoring and alerting strategies using industry-leading observability tools to proactively detect and resolve issues. - Oversees infrastructure management, configuration, scaling, and deployment of enterprise server-based computing systems in AWS. - Implements and manages infrastructure as code (IaC) solutions to enhance automation and cloud efficiency. - Drives cloud-native architecture improvements to support business growth and operational excellence. - Ensures compliance with security policies, internal controls, and cloud governance frameworks. - Recruits, mentors, and develops DevOps and SRE team members, fostering a culture of continuous learning and innovation. - Collaborates with cross-functional teams, including Security, Product, and Engineering, to align technical strategy with business objectives. - Leads tactical responses to cybersecurity incidents and implements preventative security measures. - Develops strategic initiatives to improve operational efficiency, system resilience, and cost optimization. - Performs other duties as assigned. Qualifications - Bachelor’s degree in computer science, engineering, or a related field. Equivalent combinations of education and relevant experience will be considered. - A minimum of eight (8) years of experience in IT operations, DevOps, SRE, or telecommunications operations, including leadership responsibility for mission-critical cloud, VoIP, UCaaS, contact center, or real-time communications platforms. - A minimum of three (3) years of experience leading people or teams, including accountability for performance, development, and delivery of results aligned with organizational objectives. - Telecom, VoIP, or real-time communications platform experience strongly preferred; experience with SIP, SBCs, carrier interconnects, and VoIP/PSTN interoperability is highly desirable. - Working knowledge of SIP, RTP, SBCs, carrier interconnects, call routing, VoIP/PSTN interoperability, and telecom incident troubleshooting. - Experience leading operational response for mission-critical communications platforms, including major incidents, carrier/vendor escalations, RCAs, and service reliability improvement plans. - Familiarity with telecom observability practices, including dashboards, alerting, SLOs, runbooks, packet/call-flow analysis, and quality/performance baselining. - AWS Certified Solutions Architect – Associate certification required; higher-level AWS certifications preferred. - Expertise in cloud computing, Kubernetes, and infrastructure automation tools (Terraform, CloudFormation, or similar). - Experience managing 24/7 mission-critical applications and implementing SRE principles. - Proficiency in observability and monitoring tools such as Prometheus, Grafana, Datadog, or New Relic. - Hands-on experience with CI/CD tools such as Jenkins, GitHub Actions, or GitLab CI/CD. - Strong knowledge of networking, Linux administration, and troubleshooting complex system performance issues. - Experience optimizing enterprise databases and cloud-based storage solutions. - Demonstrated ability to lead through influence, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes. - Strong analytical, decision-making, and problem-solving skills. - Excellent leadership, communication, and stakeholder management skills. - Ability to thrive in a fast-paced, high-growth environment while ensuring operational stability. - Ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness to work flexible hours, participate in on-call rotations when necessary, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands - Sitting, standing, and walking (90-100%). - Keyboarding (95-100%). - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%). - May require occasional lifting and racking of equipment (up to 50 lbs.) in data center environments. Work Environment - 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. - Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $170,000 to $180,000 plus 10% determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description The Contact Center Platform Analyst is responsible for the administration, configuration, analysis, and optimization of contact center platform capabilities that support daily operations and overall contact center strategy. This role focuses on platform administration and operational enablement, including: - Skills - Dialers - Phone numbers - Routing-related configuration - Other contact center system capabilities This role supports RingCentral and NICE CXone and may support additional contact center and workforce-related platforms as business needs evolve. Responsibilities include: - Providing limited real-time operational support by monitoring platform performance - Identifying configuration-related issues or emerging trends - Supporting approved same-day changes to maintain service levels and operational effectiveness - Light project management to coordinate cross-functional work - Partnering with vendors and supporting feature launches Qualifications - A high school diploma or equivalent is required; a bachelor's degree in business, operations, information systems, project management, or a related field is preferred. - Equivalent combinations of education and relevant experience will be considered. - A minimum of five (5) years of hands-on experience administering or supporting NICE CXone in a contact center environment is required. - Experience making changes and troubleshooting within NICE Studio. - Experience with contact center configuration such as skills, routing, campaigns, dialers, queues, and phone number administration. - Experience partnering directly with software or platform vendors to troubleshoot issues, test solutions, and support new feature rollouts. - Experience coordinating cross-functional initiatives or managing project workstreams involving multiple stakeholders. - Strong analytical skills with the ability to identify issues, trends, risks, and improvement opportunities. - Strong attention to detail and ability to manage multiple configuration changes and project tasks accurately. - Strong organizational, time management, and documentation skills in a fast-paced operational environment. - Ability to communicate clearly with technical and non-technical stakeholders and provide concise project and status updates. - Ability to work collaboratively with Workforce Management, Operations, IT, vendors, and other stakeholders to drive results. - Experience supporting testing, change management, implementation, and rollout of platform updates preferred. - Experience monitoring contact center performance or supporting real-time operational decision-making preferred. - Willingness and ability to work flexible hours as needed. - Proficiency in Microsoft Office Suite and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack). Requirements - Experience supporting RingCentral and/or similar contact center or telephony platforms strongly preferred. - Experience with Balto. Benefits - Compensation: $80,000 to $95,000 determined by competitive market analysis and internal equity considerations. - Final compensation will be based on the candidate’s qualifications, experience, and business needs. - For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Physical Demands - Sitting, standing, and walking (95-100%) - Keyboarding (70-90%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote: Work environment is at home.

Role Description This Sr. Data Engineer – Fabric serves as a senior technical leader within the Data Engineering organization and is responsible for designing, implementing, and optimizing enterprise-scale data solutions utilizing Microsoft Fabric. This role leads the design and development of modern data architectures leveraging OneLake, Lakehouses, Warehouses, Data Pipelines, Dataflows Gen2, Notebooks, and related Azure technologies. The Sr. Data Engineer - Fabric collaborates with business stakeholders, analytics teams, architects, and leadership to deliver reliable, scalable, and secure data solutions that support operational reporting, advanced analytics, machine learning, and enterprise decision-making. In addition to hands-on engineering responsibilities, this role provides technical leadership and mentorship to other Data Engineers, establishes engineering standards and best practices, participates in platform governance initiatives, and serves as a subject matter expert for Microsoft Fabric and modern data platform technologies. This role reports to the Sr. Data Engineering & Report Visualization Manager. What This Role Does - Collaborates with cross-functional teams to understand data and analytical requirements and translates them into effective Microsoft Fabric–based data solutions. - Mentors and provides technical leadership to Data Engineers through code reviews, design reviews, knowledge-sharing sessions, and engineering best practices. - Establishes and maintains data engineering standards, reusable frameworks, development patterns, and operational best practices to improve consistency and scalability across the data platform. - Leads root cause analysis and resolution efforts for critical production issues impacting enterprise data pipelines, reporting solutions, and platform operations. - Reviews and provides guidance on solution designs, architecture decisions, and implementation approaches to ensure alignment with enterprise standards and best practices. - Designs, develops, and maintains end-to-end data ingestion and transformation processes using Microsoft Fabric OneLake, Lakehouses, Data Pipelines, Dataflows Gen2, and Notebooks. - Formats, cleanses, and stores data in a structured manner to ensure data quality and accessibility for reporting and analysis, following Medallion Architecture. - Works closely with reporting and analytics teams to ensure datasets are accurate, well-modeled, and optimized for Power BI and other analytical workloads. - Creates comprehensive documentation for data pipelines, processes, and solutions. - Participates in data governance activities to ensure data integrity, security, and compliance. - Utilizes source control to manage and track changes to data pipelines and codebase. - Provides level II/III support to troubleshoot and resolve data-related issues and inquiries. - Provides ancillary support for Machine Learning (ML) and Artificial Intelligence (AI) processes. - Evaluates emerging technologies, industry trends, and architectural patterns related to data engineering, analytics, artificial intelligence, and cloud platforms and provides recommendations for adoption. - Manages and optimizes Microsoft Fabric platform performance by monitoring capacity utilization, query performance, Lakehouse and Warehouse workloads, Delta table maintenance (OPTIMIZE/VACUUM), data partitioning, storage consumption, and pipeline execution to ensure scalable, reliable, and cost-effective data operations. - Develops and maintains monitoring, alerting, and observability solutions for Microsoft Fabric pipelines, notebooks, Lakehouses, Warehouses, semantic models, and related data platform components to ensure operational reliability and rapid issue resolution. - Performs other duties as assigned. Qualifications - Bachelor's degree in computer science, information technology, or a related field (or equivalent experience). - A minimum of six (6) years of proven experience in data engineering, ETL development, and data warehousing. - Demonstrated experience leading complex data engineering projects from architecture and design through implementation and operational support. - Demonstrated ability to lead through influence, collaboration, and technical expertise, including mentoring Data Engineers and cross-functional technical teams, leading initiatives and workstreams, and driving successful cross-functional outcomes. - Experience establishing engineering standards, governance processes, development frameworks, and operational best practices. - Advanced troubleshooting and performance optimization experience across cloud data platforms, distributed processing frameworks, and enterprise data solutions. - Strong hands-on experience with Microsoft Fabric, including OneLake, Lakehouses, Data Pipelines, Dataflows Gen2, and/or Notebooks. - Solid understanding of Medallion Architecture, Delta Lake concepts, data modeling, and modern analytics patterns. - Experience with data governance, data quality, and data security frameworks and standards. - Solid grasp of Continuous Integration Continuous Delivery (“CI/CD”), including source control, deployment pipelines, and release management practices. - Experience with Git-based source control and collaborative development workflows. - Expertise in integrating Fabric solutions with Power BI, Azure services, and external data sources. - Experience monitoring and tuning cloud-based data platforms for performance, scalability, and cost optimization. - Experience with Apache Spark and PySpark within Microsoft Fabric. - Expertise in developing data pipelines to support Machine Learning (ML) and/or Artificial Intelligence (AI) tools is a plus. - Excellent verbal and written communication skills, presentation, problem-solving skills and attention to detail. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Ability to work independently and collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented, fast-paced environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours. - Proficiency in MS Office (including Excel, Outlook, PowerPoint, Visio, & Word) and modern communication tools for virtual teams (e.g., MS Teams, Slack). Physical Demands - Sitting, standing, and walking (95-100%) - Keyboarding (70-90%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote: Work environment is at home. Compensation $150,000 - $160,000 plus 5% determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description Interested in working from home and supporting our Inside Sales Department? Our Inside Sales department is growing rapidly, and we are currently hiring to support our Inside Sales team. The Inside Sales Representative will manage marketing inquiries, sales leads, and support both internal and external sales functions within ClearCaptions. This is a Remote/Work from Home position reporting to the Inside Sales Supervisor. What you will do: - Actively work sales leads originating through website, direct marketing & advertising flights. - Oversees customer contacts in phone/email/text and Chat to convert leads to a sale (installation of a ClearCaptions product or service). - Nurtures potential customers within a CRM, tracks contacts closure rates and all data related to a sale. - Manages own caseloads associated with lead generation, lead to sale conversion. - Works directly with marketing to understand current and future marketing initiatives while ensuring all standard sales lead processes are followed. - Close sales and achieve monthly quotas. - Other duties as assigned. Qualifications - Minimum high school diploma or equivalent. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Excellent verbal and written communication skills, presentation, and problem-solving skills. - Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. - Good interpersonal skills and a team player. - Proven inside sales experience. - Strong phone presence and experience in sales presentations and persuasion. - Experience working with Salesforce.com or similar CRM, POS or any customer data program. - Track record of over-achieving quota. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours. - Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams). Requirements - Primary functions require the ability to communicate over the phone effectively and clearly with individuals suffering from hearing loss. - Must use provided headset for audio quality in our call center environment. - Physical ability and mobility to regularly stand or sit for prolonged periods of time and use tablet, cell phone and keyboard and monitor requiring close vision. - Employees may experience the following physical demands for extended periods of time: - Sitting, standing and walking (95-100%) - Keyboarding (70-90%) - Viewing computer monitor, tablet and cell phone requiring close vision (70-90%) Work Environment - 100% Remote: Work environment is at home. Compensation $21.00 to $23.00/hr plus Inside sales team bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Company Description Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism.

Role Description The People Generalist partners closely with the People Business Partner (PBP) team to provide guidance on policies, processes, and employee inquiries, while supporting lower-complexity employee relations matters and coordinating operational activities across People programs and cross-functional teams. This role serves as a key tactical and administrative resource, assisting PBPs with documentation, reporting, process execution, and the maintenance of internal procedures and knowledge resources. The People Generalist also identifies and escalates complex or sensitive issues as appropriate. Through these efforts, the role helps ensure consistent employee support, efficient program delivery, and positive employee experience. What This Role Does: - Provides guidance on general People policies, procedures, and practices. - Manages and monitors shared People inboxes and the People ticketing system to ensure timely responses, triage, follow-up, and resolution of employee inquiries. - Manages lower-complexity employee relations matters under the guidance of the PBP team, conducts fact-finding, documentation, and follow-up actions, assists with corrective action and performance documentation, coordinates ER case intake, tracking, and documentation management, schedules investigation meetings, interviews, and follow-up discussions, escalates complex, high-risk, or sensitive matters as appropriate, and conducts exit interviews in partnership with the dedicated PBP. - Provides tactical and administrative support to PBPs, coordinates workflows and supports execution of People initiatives and processes, supports adverse action background checks, completes employment verifications and unemployment claims, completes other operational processes, and partners with Payroll, Benefits, and other teams as needed. - Updates and maintains SOPs, process documentation, templates, and team resources; supports standardization and consistency across People processes; creates and analyzes Excel-based reporting, tracking, and trend identification; assists with reporting related to employee relations, engagement, compliance, and People operations; identifies operational gaps, trends, or process improvement opportunities and escalates as appropriate; and supports audit preparation, compliance reporting, and documentation. - Maintains confidentiality and supports compliance with People policies and employment practices; stays current on employment laws and People practices impacting assigned responsibilities. - Performs other duties as assigned. Qualifications - A high school diploma or equivalent is required; an associate’s degree preferably in human resources, business, or related field is preferred. - A minimum of two (2) years of HR in employee relations, People operations, or related experience. - Experience supporting employees and managers in fast-paced, remote environments. - Working knowledge of federal and state employment laws, HR policies, and People practices. - Strong customer service and employee support mindset. - Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results. - Excellent communication, relationship management, problem-solving, and follow-through skills. - Demonstrated ability to use discretion, maintain confidentiality and exercise sound judgment. - Strong organizational and time management skills with the ability to manage multiple priorities and deadlines. - Strong attention to detail and operational consistency. - Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Requirements - Intermediate Excel and reporting skills is highly preferred. - Ability to identify trends, risks, and process gaps and escalate appropriately is highly preferred. - Experience updating process documentation and SOPs. Physical Demands In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process. - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. - Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $56,000 to $70,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Role Description The Sr. VoIP & MVNO Compliance Manager is a newly created, foundational role at ClearCaptions. This role is responsible for building the company’s compliance infrastructure from the ground up—designing operational frameworks, regulatory controls, and governance policies to ensure ClearCaptions meets all applicable federal and state requirements governing MVNO and VoIP services. The role requires deep telecommunications regulatory expertise and the ability to thrive in a high-growth environment while translating complex regulatory requirements into practical, scalable operational processes. What This Role Does - Designs, implements, and maintains a comprehensive MVNO and VoIP compliance program covering all applicable federal and state regulatory obligations. - Develops and documents operational compliance policies, procedures, and internal controls from the ground up, establishing ClearCaptions compliance baseline. - Collaborates with the Senior Compliance Manager to establish a process and controls regulatory requirements matrix mapping each applicable rule to specific operational owners, processes, and control activities. - Establishes a compliance calendar and ongoing monitoring program to track regulatory deadlines, filing requirements, and license renewals. - Prepares and presents compliance status reports, risk assessments, and audit findings to senior leadership. - Defines and enforces a compliance governance framework including escalation procedures, exception handling, and corrective action protocols. - Ensures full compliance with all FCC and State requirements applicable to MVNO and VoIP operations. - Manages FCC filing obligations including Form 477 (broadband deployment data), Form 499 (revenue reporting for USF), and any applicable licensing registrations. - Manages state telecommunications registrations, certificates of authority, and VoIP/CLEC-equivalent filings as required by individual state public utility commissions (PUCs) or equivalent agencies. - Oversees state universal service fund (SUSF) reporting and contribution obligations where applicable. - Maintains up-to-date compliance with all FCC rules applicable to interconnected VoIP providers, including E911, CALEA, USF, CPNI, STIR/SHAKEN, and number porting obligations. - Maintains required records and responds to FCC or state agency complaints and investigations related to slamming, cramming, or fraud. - Contributes to the existing compliance-aware culture by serving as the internal subject matter expert and go-to resource on VoIP and MVNO regulatory matters. - Performs other duties as assigned. Qualifications - A high school diploma or equivalent is required, and a secondary degree (i.e., AA or BA) is highly preferred. - Minimum 5 years of experience in telecommunications regulatory compliance, with direct experience in MVNO and/or VoIP regulatory frameworks. - Demonstrated experience interpreting and applying FCC rules, including those governing E911, CALEA, USF, CPNI, STIR/SHAKEN, TCPA, and number portability. - Experience navigating multi-state telecommunications regulatory environments, including PUC filings and state USF reporting. - Deep, current knowledge of FCC regulations governing interconnected VoIP providers and MVNO/resellers. - Strong understanding of the telecommunications regulatory landscape at both federal and state levels, including the role of the FCC, USAC, NANPA, and state PUCs. - Ability to independently research and analyze regulatory texts, FCC orders, and state commission rulings and translate them into actionable compliance requirements. - Excellent project management skills; ability to build compliance infrastructure while managing day-to-day regulatory obligations simultaneously. - Strong written and verbal communication skills; ability to present complex regulatory topics clearly to non-specialist audiences. - Collaborative and cross-functional working style; comfortable engaging with engineering, finance, legal, and operations teams. - Proven track record of building or significantly expanding compliance programs in a telecommunications or technology company. - Demonstrated ability to lead through influence, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Preferred - Experience managing regulatory filings (FCC Form 499, Form 477, USAC reporting). Physical Demands - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment - 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. - Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $109,000 to $120,000/yr plus 5% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.