• Collaborate with Product Owners to define, clarify, and refine technical and non-functional requirements • Design end-to-end IVR application architectures with a focus on scalability, performance, and reliability • Define architectural patterns and technical standards for IVR applications within the team • Lead technical design activities and provide guidance to IVR Engineers and developers • Perform hands-on development and code reviews to ensure architectural integrity and quality • Ensure correct application of Object-Oriented Design, Object-Oriented Programming, and design patterns • Oversee integration of IVR applications with web services and internal systems • Coordinate with the Project Manager to support planning, estimation, and on-time delivery • Identify technical risks, performance bottlenecks, and improvement opportunities in IVR solutions • Support troubleshooting of complex production issues related to IVR and speech technologies.

• Develop roadmaps for our utility clients to move to in the future • Design Enterprise Architectures for some of the largest utilities in the US • Serve as the top-level technical expert and create high-level architectural specifications • Address issues and compatibility concerns based on requirement specifications • Provide overall technical leadership for a systems implementation and integration project • Manage all technical deliverables for the program, including architectural specifications, use-case development, requirements gathering, specification, and validation • Provide technical direction for software development teams and quality assurance personnel • Create and maintain programmatic and technical documentation to ensure efficient planning and execution • Manage and document system configurations and relevant architectural views • Ensure deliverables are thoroughly tested and meet customer expectations • Serve as a mentor to senior and entry-level engineers

• Maintain deep understanding of product and roadmap and engage with T&P and CSG stakeholders in the development of product feedback, roadmaps, strategic readiness plans, and customer adoption plays. • Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements. • Document best practices and learnings from product interaction to deliver to Cloud Success teams. • Collaborate closely with your Cloud Success team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall strategy and customer success. • Maintain deep technical, functional and domain knowledge across all in-market and new products. • Practice continuous learning through first-hand product experimentation and participation in Product-driven betas, pilots and collaboration with SMEs in the Success Ecosystem. • Identify, document, and track all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders. • Develop product requirements and deliver to Product Leadership for roadmap consideration. • Establish and own relationship with Product Management Leaders and key subject matter experts. • Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health. • Participate in improving the CSS adoption score / customer health score. • Work with other Readiness Success Architects across Cloud Success to continuously improve our operating model and share best practices.

• Establishes and maintains IT governance frameworks that align software engineering practices with VA enterprise standards. • Leads Architectural Review Boards (ARB) to vet technical designs and ensure compliance with established organizational policies. • Audits existing technical workflows to identify gaps in governance and proposes automated enforcement solutions. • Designs end-to-end architectural solutions for complex software and data systems. • Translates high-level business requirements into detailed technical specifications for engineering teams. • Synthesizes complex technical challenges into executive-level briefings for management and non-technical stakeholders. • Serves as the primary bridge between project leadership and deep-tier technical developers to ensure alignment. • Leads the development of data models and software frameworks that align with VA enterprise standards. • Collaborates with cybersecurity teams to ensure "Security by Design" across all architectural layers. • Evaluates emerging technologies and provides proof-of-concept demonstrations for potential adoption. • Drives technical roadmaps for software modernization and data migration efforts. • Mentors senior developers and engineers on architectural best practices and design patterns. • Oversees the integration of disparate data sources and middleware components across the portfolio. • Conducts architectural reviews and approves technical design documents for major system components. • Proactively identifies technical debt and proposes remediation strategies to leadership. • Ensures scalability and performance optimization in cloud-native application designs. • Facilitates technical workshops to resolve cross-functional engineering bottlenecks and design conflicts. • Participates in the full Software Development Life Cycle (SDLC) using Agile and DevSecOps methodologies.