• 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.

• Design, build, and maintain macOS agent components for EPM, including elevation workflows, policy enforcement, and audit logging • Implement secure local policy evaluation and caching to support offline/online operation and consistent enforcement • Build robust agent lifecycle capabilities including installation, upgrades, rollback safety, notarization/signing, and configuration management • Integrate the agent with management-plane services and APIs for policy distribution, device identity, telemetry, and reporting • Strengthen tamper resistance and abuse prevention, including hardening service/daemon behavior and agent configuration/update flows • Improve diagnostics and observability (structured logs, health signals, performance profiling, crash handling) to support enterprise deployments • Collaborate with QA Automation to improve test coverage and reliability across unit, integration and end-to-end test suites • Participate in secure SDLC practices, threat modeling, code reviews, and on-call/incident response as needed

• Design, build, and maintain Windows agent components for EPM, including privilege elevation workflows, policy enforcement, and audit logging • Implement secure local policy evaluation and caching to support offline/online operation and consistent enforcement • Build robust agent lifecycle capabilities including installation, upgrades, rollback safety, and configuration management • Integrate the agent with management-plane services and APIs for policy distribution, device identity, telemetry, and reporting • Strengthen tamper resistance and abuse prevention (e.g., protecting services/processes, hardening configuration and update flows) • Improve diagnostics and observability (structured logs, health signals, performance profiling, crash handling) to support enterprise deployments • Collaborate with QA Automation to improve test coverage and reliability across unit, integration and end-to-end test suites • Participate in secure SDLC practices, threat modeling, code reviews, and on-call/incident response as needed

• Product ownership (outcome-driven): Own a product area end-to-end, including problem framing, implementation, rollout, and iteration. • Technical leadership: Lead multi-person projects, write and review design docs, and make sound architectural decisions. • Operational excellence: Build systems that are observable and reliable, participate in incident response, and drive post-incident improvements. • Cross-functional collaboration: Partner closely with Product, Design, and operational stakeholders to ship high-leverage workflow improvements. • Mentorship: Mentor engineers through code reviews, pairing, and setting high standards for quality and product thinking. • Complexity reduction: Identify opportunities to simplify architecture, workflows, and UX to improve both customer experience and developer velocity.