Eltropy

• Analyze post-launch conversation data to identify trends, drop-off points, and improvement opportunities • Recommend and implement optimizations to increase intent recognition, improve containment, and enhance user experience • Collaborate with AI SMEs, Implementation Managers, and Product teams to deploy conversational updates • Conduct A/B testing and performance experiments on bot flows, prompts, and fallback handling • Monitor key performance metrics (e.g., containment, escalation rates, satisfaction scores) and report on AI bot health • Contribute to internal best practice libraries, tuning guides, and optimization playbooks • Support ongoing customer education by sharing insights and usage trends

• Own end-to-end execution for AI-driven Analytics and Intelligence products (Analytics 2.0, BI, Ask Intelligence). • Translate business goals into clear product requirements, roadmaps, and execution plans. • Drive consistent delivery against timelines, ensuring high-quality releases and customer commitments. • Define and build scalable analytics and reporting systems, including: Executive dashboards and KPI frameworks, Drill-down reporting and metric hierarchies, Real-time data pipelines and alerting systems. • Lead the development of AI-powered analytics experiences (e.g., natural language querying, AI insights). • Work closely with Engineering, Design, Data, and Product Marketing to deliver AI products from concept to production. • Partner with Data Engineering teams to define data models, pipelines, and real-time processing capabilities. • Ensure tight alignment between product, GTM, and customer success teams. • Establish scalable product management processes to maintain velocity and accountability. • Proactively identify risks, dependencies, and execution gaps; implement mitigation plans. • Own product artifacts including PRDs, release plans, and stakeholder updates. • Engage directly with customers to validate product direction and prioritize features. • Act as the central point of contact for internal and external stakeholders on product progress and roadmap.

• Define and execute the vision for unified telephony across Office Phone and CCaaS, aligned with business goals and customer needs • Lead development of core capabilities, including SIP-based calling, IP PBX, extension dialing, call transfers (warm/cold), voicemail, and presence • Partner with engineering on Telephony architecture, call routing, carrier integrations, and scalability • Enable seamless call flows between contact center queues and direct office users (extension-based dialing) • Work closely with customers, sales, and support to identify gaps and drive product improvements • Support positioning, packaging, and pricing against UCaaS/CCaaS competitors • Define KPIs (call quality, latency, uptime) and continuously optimize product performance

• Own the execution and delivery of one or more AI product lines, ensuring alignment with business goals and customer expectations. • Collaborate with cross-functional teams (engineering, design, analytics, marketing) to drive AI product development from concept to launch. • Develop contingency plans to mitigate risks associated with product management turnover and ensure seamless customer commitments. • Optimize AI product workflows, balancing automation and manual processes for maximum efficiency. • Drive data-informed decision-making using AI-driven analytics and insights. • Work closely with leadership to align AI product strategies with broader business objectives. • Serve as the main point of contact for internal and external stakeholders regarding AI product roadmaps, challenges, and opportunities.

• Design, configure, and deploy CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions tailored to credit union environments • Integrate Eltropy's AI Voice 2.0 voicebot and AI Assistant products with client telephony systems including SIP trunks, PBX, and IVR platforms • Partner with Onboarding Managers to execute technical onboarding for new credit union clients, including network assessments, call flow design, and go-live support • Troubleshoot and resolve telephony infrastructure issues across SIP, VoIP, and cloud PBX environments • Document client telephony configurations, escalation paths, and network topology in internal systems • Collaborate with the product and engineering teams to identify and communicate client-reported issues, feature gaps, or integration improvements • Support QA testing of voice agent configurations, including DTMF routing, warm/cold transfer flows, and bilingual (English/Spanish) language persistence • Develop and maintain internal technical documentation, runbooks, and client-facing configuration guides • Advise clients on telephony best practices, compliance considerations (NCUA, CFPB), and security posture relevant to financial institutions.

• Assist with onboarding new customers onto the Eltropy platform, including our AI-powered Voice and Digital Agents • Support creation, configuration, and testing of SaaS instances and communication flows through voice, video, text messaging and chat channels. • Coordinate tasks, schedules, and meetings to help ensure timely go-lives with quality. • Troubleshoot Onboarding issues in collaboration with technical teams. • Gain hands-on experience with integrations to online banking, core banking, lending, collections, telephony and other financial services systems. • Build expertise on Eltropy’s platform capabilities including Voice, Video, Text, Secure Chat, Co-browsing, AI Assistants, AI Agents and Conversation Intelligence • Understand key financial services processes for lending, new accounts, collections, and consumer engagement. • Create and deliver customer training using AI-generated video, virtual sessions, documentation, and tutorials. • Help build and customize training resources to improve onboarding for credit unions and community banks. • Use tools like WalkMe to guide users through in-app experiences. • Advocate for customer needs internally during implementation. • Help identify and communicate product or process improvements based on real-world use cases. • Assist in testing new releases before they go live. • Report bugs, give feedback, and support release acceptance processes.

• Design, develop, and maintain high-quality native Android applications using Kotlin • Leverage Flutter and Dart to build cross-platform mobile applications • Continuously optimize applications for maximum performance, scalability, and security • Collaborate with designers and product managers to implement user interfaces • Integrate with RESTful APIs and third-party SDKs • Manage the end-to-end process of deploying applications to the App Store and Play Store • Work effectively within a cross-functional team

• Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships. • Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy. • Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community. • Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives. • Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies. • Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value. • Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services. • Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy. • Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations. • Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities. • Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing. • Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap. • Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio.