Phonism by Inlayer

• Act as a technical advisor with expert understanding of partnering CCaaS solutions • Assist the business analyst in gathering business and technical requirements and maintain build books • Implement, configure and test proposed solutions, which may include: • Spin up CCaaS instances and configure SIP trunking and integrations • Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs • Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc. • Build Omni-channel experiences • Deploy AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc. • Participate in AI application builds • Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects. • Acquire and maintain knowledge of partnering solutions’ offering, remaining up to speed with all new features and releases. • Contribute learnings to company-wide knowledge base • Participate in internal projects that enhance the quality or efficiency of integration services • Provide training to end users as required (agents, supervisors, administrators, etc.) • Assist in resolving special product-related issues or complex escalated support cases as needed. • Any other relevant duties.

• Responsible for requirements gathering & defining project scope and objectives. • Provide Implementation Services 8-5 BST (British Summer Time Zone). • Manages all phases of client onboarding & develops detailed work plans, project plans, schedules, project estimates, status reports, and processes to ensure user satisfaction, project continuity and the timely delivery of services. • Conducts regular project meetings and is responsible for project tracking and analysis. • Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project. • Responsible for design of telephone, voicemail, call flows, and email systems as well as provisioning client services. • Responsible for managing equipment procurement and provisioning. • Responsible for coordinating the ordering and delivering of Telco circuits and DIDs. • Responsible for the project’s commitment to quality. • Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimization. • Must be courteous and polite in written and oral communication, and be able to get ideas across in a non-confrontational manner in one-to-one situations, small groups, and before large audiences. • Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Any other duties as assigned by management.

• Daily Maintenance of the Billing System • Assist in monthly bill closes • Process onboarding orders and ensure accuracy of syncing data from CT systems to billing system; apply manual charges as necessary • Refine and improve the onboarding process in SalesForce and billing system • Process MACDs; apply manual charges as required • Process catalog service conversions to migrate customers between product sets and/or product catalog versions; ensure that pricing and products are accurate and billing correctly, engaging other department resources as necessary • Process offboarding/location billing account terminations • Process contract renewals and apply updated charges in billing system as directed by inside sales; maintain updated contract term details in Salesforce. • Engage DEV to implement Customer Pricing Override entries to correct syncing/quoting issues • Attend cross functional meetings as needed • Provide project based or ad-hoc reporting as required • Assist with provisioning and billing system integration projects • Assist with billing vendor relationship • Assist with process documentation • Assist in resolving customer disputes and issues, focused on providing the best possible experience for the customer balanced against CallTower’s financial health • Ensure efficiency and effectiveness of billing processes and system operation • Engage billing system vendor to escalate and resolve system issues • Be able to approach workload in a self-directed manner, working independently and in a collaborative nature • Provide billing system navigational, informational or interpretive assistance to outside departments • Analyze monthly billing procedures and update accordingly • Back up billing manager as needed

• Solicit new business within assigned accounts or territory to grow customer base (through prospecting) to sell Professional Services, Consulting, and CCaaS Software Solutions. • Manage assigned existing accounts (new projects, cross-selling, renewal of subscription contracts, requests for changes, etc.) • Prepare proposals, meet with prospects, close effectively and follow up • Develop strategy within specific markets (line of business and/or geographic) • Manage sales forecasts dashboard using Salesforce CRM • Manage proposal templates and provide feedback for continuous improvement • Responsible for customer data maintenance (CRM) and documentation (letters, proposals, etc.) • Develop and maintain strong professional relationships with clients • Conduct regular follow up meetings with customers (onsite/remote as required by the customer) • Oversee and validate assigned accounts invoicing with the accounting department • Manage and follow up on orders with Inoria’s business partners • Participate in trade shows, webinars and user conferences • Perform other duties as assigned appropriately