• Responsible for core infrastructure that underpins voice services delivered to State of Ohio and State of Indiana • Manage operations, monitoring, and optimization of voice services

• Ensure accurate, timely delivery of drug screens, clinical results, and medical reports • Oversee result review, interpretation, reporting, and quality assurance • Manage team performance and establish effective workflows • Maintain compliance with regulatory requirements, internal policies, and contractual standards • Drive process improvements based on data and analysis • Build strong partnerships with internal stakeholders and external customers • Lead accurate review, interpretation, and reporting of drug screens and clinical results • Establish and maintain clear workflows and Standard Operating Procedures (SOPs) • Partner with Medical Review Officers (MROs) for timely review of non-negative drug results • Collaborate cross-functionally to support customer retention and meet turnaround goals • Conduct regular audits of MRO processes and procedures • Monitor key performance indicators and recommend operational improvements • Serve as a subject matter expert for result interpretation and reporting obligations

• Design and implement interactive voice response (IVR) workflows that improve the call experience • Partner with customer facing contact center teams to develop technical solutions • Develop and deploy contact center technical standards across virtual call center globally • Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences • Design and document technical solutions, including architectural documents, engineering design documents and operational documentation • Serve as an IVR escalation point • Develop standard operating procedures for support of technical solutions • Ensure adequate system capacity to support business growth projections • Oversee all IVR projects from inception to implementation and post cut-over support • Responsible for overall design, expansion, and enhancements of IVRs and call flows • Design and deploy new applications with other IT systems integration for other products • Develop applications that can retrieve data using various data sources and data types through internal ingestion systems • Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects • Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies • Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration • Use Central, CXOne, and InContact's reporting and analytics tools • Use ability to integrate InContact platforms with other technology • Use voice-centric programming languages and industry standard call recording platforms • Design solutions that balance both customer's needs and aligns to IT's technology roadmap • Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers

• Define and execute the strategic vision for customer adoption, expansion, and advocacy. • Establish frameworks and KPIs for measuring expansion, adoption, value realization, and advocacy impact. • Bring customers from both sides of our recent acquisition into one unified community and adoption journey. • Build marketing programs that drive product adoption and drive cross-sell and upsell, from onboarding to advanced use cases. • Partner with Customer Success to provide best practices content, playbooks, benchmarking, and success metrics. • Own customer communication channels (campaigns, email, community hub, webinars, user groups) to drive measurable results. • Design and scale high-impact programs such as Customer Advisory Boards, Technical Advisory Boards, executive forums, and events. • Champion and lead one direct report to own the advocacy function. • Set the vision for our customer advocacy engine, turning happy users into public champions through speaking opportunities, case stories, and community contributions. • Coach and support customers to confidently share their stories on stage, in media, and with analysts. • Build and nurture executive relationships with customer champions, developing them into long-term advocates.