ComPsych

• Design, implement, and maintain Genesys Cloud CX solutions • Configure and manage IVR systems, ACD, and Workforce Management tools • Monitor system performance and provide technical support • Collaborate with cross-functional teams • Develop and execute test plans for new releases • Provide end-user support and training • Keep abreast of new trends in the contact center industry • Document all system configurations and updates • Participate in on-call rotations • Implement and support audio/video conferencing hardware and software • Manage domestic and international telecommunications vendors

• Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists. • Establish clear performance expectations, career development plans, and ongoing coaching practices. • Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance. • Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance. • Lead post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process improvements. • Maintain WFM dashboards and reporting cadences, delivering actionable insights to senior leadership. • Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions. • Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions. • Troubleshoot escalated telephony and queue configuration issues while serving as the internal subject matter expert for Genesys. • Establish governance standards, change management processes, SOPs, and technical documentation for all platform changes. • Manage integrations between Genesys and third-party systems to ensure data integrity and operational continuity. • Deploy and optimize AI-driven capabilities including predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization. • Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience. • Monitor emerging CCaaS and AI technologies, developing business cases and recommendations for future investments. • Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms. • Translate platform capabilities into operational improvements for scheduling, workforce planning, and employee engagement. • Own the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement. • Establish governance standards and best practices for performance management and coaching workflows. • Evaluate and implement new platform capabilities that improve employee engagement and operational outcomes. • Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives. • Communicate technical and operational insights effectively to executive and non-technical stakeholders. • Represent the function in enterprise modernization and operating model transformation initiatives. • Build and maintain strategic vendor relationships with Genesys, Centrical, and related technology partners. • Other duties as required.

• Represent ComPsych as the primary clinical voice in global markets • Collaborate with the Customer Success team during quarterly business reviews • Provide clinical oversight for all international delivery partners

• Oversee the clinical quality, operational performance, and service delivery integrity • Drive brand authority and commercial growth in international markets • Represent ComPsych at international conferences and strategic sales opportunities • Own the clinical quality framework for all global markets and manage intake operations • Monitor outcome measures, KPIs, and quality standards for all services

• Oversee and influence the overall customer satisfaction and profitability of assigned customers • Implement and manage the effective delivery of your customers' programs including communication strategies, customer training, issue resolution and utilization reporting • Demonstrate a thorough understanding of your customers' business, human capital and benefits concerns • Retain and grow your book of business by meeting customer satisfaction ratings and identifying upselling opportunities • Exercise independent judgement in assessing customer needs, identifying service gaps, and recommending appropriate solutions to enhance overall customer experience and engagement • Manage complex customer issues and escalations, coordinating with cross-functional teams and utilizing independent judgement to determine solutions that balance customer needs and internal considerations • Appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs • Establish and build strong working relationships with ComPsych’s business leaders and team members • Identify and advance process improvements, knowledge sharing, and operational efficiencies to enhance overall service delivery • Travel as necessary to meet with new and existing customers (approximate travel required is 25%) • Remote Account Manager will work remotely from the state of TX

• Conduct a comprehensive assessment of the clients’ presenting issues, establishes a treatment plan aimed at resolving identified issues, and facilitates a referral to long-term treatment and/or community resources when clinically appropriate • Maintain a full time caseload of appointments each day • Utilize brief, solution-focused interventions to resolve the clients’ presenting issue • Ensure safety for clients who present at risk to harm self/others • Ensure that all clients are properly referred to long-term treatment, when clinically appropriate, utilizing their benefit plan and/or community resources • Maintain up-to-date documentation for all client contacts in the ComPsych system per established procedures and processes • Continually strengthen professional knowledge base through review of trends related to telehealth counseling, effective treatment modalities, and evidence-based interventions • Other duties as assigned.

• Manage comprehensive toll-free number lifecycle including inventory maintenance, ordering, portability processes, and carrier coordination across international markets, with focus on APAC and EU regions. • Diagnose, troubleshoot, and resolve toll-free number functionality issues including call routing failures, connectivity problems, and carrier-specific restrictions. • Monitor performance metrics, analyze usage patterns and costs, and proactively address issues to optimize call routing performance and cost efficiency. • Ensure compliance with diverse international telecommunications regulations and navigate country-specific requirements and carrier relationships. • Provide technical support to partner organizations for international telecommunications connectivity challenges, particularly in APAC and EU markets. • Configure, optimize, and troubleshoot Genesys Cloud CX platform settings for international partner deployments, integrations, and local operations. • Troubleshoot SIP trunk configurations and call routing issues specific to international telecommunications infrastructure. • Track and report on key performance indicators related to global telecommunications infrastructure, toll-free service quality, call completion rates, routing accuracy, and cost analysis. • Maintain accurate global tracking spreadsheets with current telecommunications inventory and configurations across multiple international markets. • Cultivate and maintain strong relationships with international telecom vendors and service providers to ensure prompt resolution of service disruptions and effective management of service level agreements.

• Responsible for leading, coaching, and developing a team of Account Managers; including setting goals, assessing performance, and driving professional growth • Drive retention and growth across the book of business by proactively managing risk and identifying expansion opportunities • Act as a leader sponsor in customer consultations, finalist meetings, and internal discussions • Support team members in navigating complex inquiries, escalated issues, and multi-stakeholder customer environments • Identify and implement process improvements that enhance service delivery, partner experience, and team efficiency • Partner cross-functionally with Operations, Compliance, Product, and Sales to resolve issues and advance program goals • Develop methods for improving customer success operational effectiveness and contribute to strategic planning • Travel as needed to support partner and customer engagements, including mandatory kickoff events and other key business initiatives • Perform other duties as assigned

• Develop and maintain short-, mid-, and long-term contact volume forecasts using historical data, trend analysis, and business intelligence • Consolidate data from multiple systems to produce daily, weekly, and monthly standardized reporting across all established KPIs • Build and maintain consistent, reliable dashboards that provide leadership with clear visibility into performance • Identify emerging trends in KPIs and proactively surface insights to relevant stakeholders • Conduct monthly variance analysis on plan vs. actual performance, identifying and quantifying root causes • Evaluate the impact of historical seasonality drivers — including weather events, system outages, and product launches — and incorporate findings into future forecast models • Keep WFM tools updated with current forecasts to ensure operational accuracy • Identify and execute opportunities to automate reporting processes and enhance forecasting models • Fulfill ad hoc reporting requests from leadership and clients with accuracy and timeliness • Partner with cross-functional teams to align on forecasting assumptions, operational changes, and business priorities • Perform other duties as assigned

• Telephonically address client concerns by conducting clinical intakes and referring clients to the appropriate resources, such as to a therapist or counselor • Ensure adherence to departmental protocols, best practices, and customer requirements to maintain compliance and high-quality service delivery. • Using critical thinking and problem-solving skills, quickly resolve issues and identify resources to ensure a positive client experience and complete satisfaction • Educate client about resources, eligibility, and services with a positive and professional approach • Maintain complete and accurate documentation of cases within our proprietary database • Maintain awareness of emerging behavioral health trends and best practices to enhance service delivery • Collaborate with internal teams to ensure continuity of care and alignment with client-specific service expectations • Other duties as assigned.