InVision Communications

• Inherit, evaluate, and take full ownership of existing ETL/ELT pipelines — identifying what to preserve, improve, or replace based on performance, reliability, and long-term maintainability. • Design and build scalable pipeline improvements or net-new solutions where current practices fall short. • Monitor pipeline health, troubleshoot data quality issues, and proactively resolve performance and reliability problems. • Manage and evolve orchestration tooling with openness to adopting better alternatives as infrastructure needs grow. • Optimize query performance, pipeline efficiency, and resource utilization across Convo’s data environment. • Participate in testing, deployment, and monitoring practices that promote long-term reliability and scalability. • Develop and maintain scalable data transformation processes, schema design, and data models that support evolving business requirements. • Establish and evolve data quality testing frameworks - building practices that catch issues early and create lasting internal trust in our data. • Own data governance, documentation, lineage, version control, and data quality standards across the organization. • Serve as the primary internal resource for data engineering guidance and recommendations, helping set standards and informing data infrastructure decisions across the organization. • Work closely with the data analyst to translate business questions into reliable, queryable data structures. • Educate and guide non-technical stakeholders on how to work effectively with data, what is and isn’t feasible, and how to frame data requests clearly. • Explore and implement tooling to enable self-service data discovery for internal teams, reducing bottlenecks and empowering stakeholders to answer their own questions. • Collaborate with Product, Engineering, Finance, Operations, and Data Science stakeholders to support reporting, forecasting, and business intelligence needs. • Partner with Product and Engineering teams to integrate analytics, event tracking, and reporting into products and platforms. • Establish and document data engineering standards, workflows, and best practices at Convo — building a foundation that is sustainable, well-understood, and not dependent on any single person. • Contribute to improvements in data architecture, tooling, monitoring, automation, and engineering best practices. • Evaluate emerging technologies and tooling to improve efficiency, automation, and accessibility of data systems. • Maintain clear technical documentation and operational standards that support long-term maintainability. • Exercise sound technical judgment in balancing immediate business needs with long-term platform sustainability. • Maintain strong confidentiality and discretion when handling sensitive organizational, financial, operational, and employee data.

• Lead workforce planning strategy across interpreting services, including forecasting, capacity planning, and scheduling frameworks • Develop forward-looking workforce plans aligned with Service Delivery priorities, hiring strategy, and financial targets • Apply scenario planning to manage demand variability across multiple service lines • Ensure workforce plans deliver balanced, realistic schedules that support both service level expectations and interpreter sustainability • Lead the end-to-end Workforce Management function, including Real-Time Operations, Scheduling, Workforce Optimization, and Workforce Systems • Ensure seamless coordination between forecasting, scheduling, and real-time execution to support interpreter availability • Oversee timekeeping, scheduling systems, and break management practices to maintain accuracy, consistency, and operational efficiency • Establish clear operating rhythms with interpreting operations to ensure alignment, responsiveness, and execution • Partner with Service Delivery leadership to achieve interpreting service level targets and regulatory requirements • Align workforce planning practices with expectations established by FCC and CAV • Monitor workforce-related risks that may impact service levels, response times, or compliance, and drive mitigation strategies • Provide clear visibility into workforce performance to support leadership decision-making, reporting, and audit readiness • Define and track workforce performance metrics, including service levels, forecast accuracy, staffing efficiency, and cost alignment • Analyze trends and perform root cause analysis to identify opportunities for improvement • Develop and implement sustainable, data-driven solutions that strengthen workforce performance and scalability • Drive continuous improvement across forecasting, scheduling, and real-time workforce practices • Lead, coach, and develop Workforce Management leadership across optimization, scheduling, and systems functions • Build and maintain a high-performing, forward-looking team focused on proactive planning and operational excellence • Establish clear accountability, performance expectations, and development pathways across the WFM team • Foster a culture grounded in accountability, transparency, and continuous improvement • Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs • Serve as a strategic advisor to leadership, translating workforce insights into actionable recommendations • Inform hiring plans, capacity decisions, and operational strategy through data-driven insights • Ensure alignment between workforce planning, financial planning, and service delivery execution • Enhance workforce tools, reporting capabilities, and automation in partnership with systems and data teams • Improve workforce processes to support scalability, efficiency, and consistency • Ensure data integrity across workforce systems and reporting • Implement best practices to strengthen workforce operations

• Own and manage the full-cycle accounts payable function for U.S. operations • Review and approve vendor invoices within established workflows, ensuring accuracy and documentation • Ensure timely and accurate vendor payments, including ACH, wires, and electronic payments • Maintain vendor records, payment schedules, and compliance documentation • Serve as the primary contact for vendor inquiries and resolve any escalations • Perform hands-on AP processing while maintaining ownership of decisions, controls, and process integrity • Determine expense coding and validate invoices prior to ERP posting • Verify AP transactions within the ERP system and resolve discrepancies • Monitor data flow between Bill.com and NetSuite, ensuring accuracy and completeness • Support month-end close by reconciling AP balances, resolving discrepancies, and ensuring accurate cutoff and reporting • Establish and maintain internal controls around vendor setup, approvals, and payment authorization • Interpret and apply financial policies and controls to ensure compliance with reporting and audit requirements • Manage and optimize Bill.com, including workflows and integrations • Design, implement, and document AP workflows, approval structures, SOPs, and policies • Collaborate with Finance and accounting teams during month-end close • Communicate proactively with vendors and internal stakeholders

• Provide interpreting services to our diverse customer base • Demonstrate strict adherence to industry-wide and professional ethics at all times • Maintain the confidentiality of information exchanged in an interpreting situation • Observe Convo's internal policies and procedures at all times • Contribute to the development and high morale of the company • Maintain a friendly, professional appearance following internal guidelines • Demonstrate a continuous commitment to professionalism, punctuality, and reliability • Set up and use computer technology efficiently to communicate with team members as well as provide facilitation of video conference interpreting • Provide excellent ASL/English interpretation services professionally and competently within a variety of settings, registers, and formats

• Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat • Provides general support and resolutions for customer-related concerns • Assist customers with the registration process • Accurately document all customer actions taken during the issue resolution process • Ensure all customers are keenly aware of all products and unique features • Respond to all customer complaints and concerns with urgency, professionalism and attention to detail • Provide proactive support to customers by anticipating their support needs before they occur • Assist with marketing related activities as needed • Assist sales with call and email campaigns around new personal user sign-ups as time permits • Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction

• Monitor agent status in real time • Actively monitor dashboards to ensure optimal staffing to demand levels • Evaluate large amounts of data • Monitor, analyze, and adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data • Solicit extra hours or offer voluntary time off where applicable, to ensure staffing meets forecasted volumes • Actively communicate with the interpreting and support teams facilitating real-time schedule adjustments • Work with the WFM Manager to perform root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness • Support same-day schedule adjustments aligned with current staffing and demand needs • Ensure all same-day schedule adjustments are recorded in a timely and accurate manner • Ensure that daily operations reflect the company’s missions and core values • Maintain a positive, safe, and inclusive workplace • Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position