• Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms. • Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations. • Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability. • Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery. • Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels. • Manage access, roles, hours of operation, and permissions across platforms. • Build and maintain dashboards to track system KPIs, agent performance, and customer interactions. • Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs. • Proactively identify friction points and implement system or process solutions. • Collaborate with operations and product teams to identify communication pain points and opportunities. • Lead evaluations of new platforms or integrations that improve communication workflows. • Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications. • Maintain documentation on system architecture, configuration, SOPs, and troubleshooting. • Ensure all systems are configured with scalability, security, and compliance in mind. • Other duties as assigned.

• Lead HIPAA Privacy rule implementation projects. Provide subject matter expertise on HIPAA Security rule implementation. • Help lead implementation of Company’s Privacy by Design program, conduct privacy impact assessments and reviews of products and processes impacting personal information. • Contribute to development and update of Privacy policies, procedures, and guidelines, as well as the processes that implement them. • Review and develop reports to assess the effectiveness of privacy policies and processes. • Coordinate with business units on expansion of tooling and improvement of privacy controls that impact data privacy. • Assist in the development and execution of the Company privacy program roadmap, including privacy risk assessments. • Provide oversight for the privacy components of Company’s data mapping, minimization, inventory processes. • Contribute to AI governance efforts, ensuring privacy requirements are met across all AI technologies. • Govern patient rights processes under HIPAA and Data Subject Access Rights process as necessary under state law. • Assist in building privacy requirements into the Vendor onboarding process, and conduct privacy review of vendors. • Assist in incident response, including conducting four factor HIPAA analysis, state law analysis as necessary, and monitoring mitigation and remediation activities to completion. • Other duties as assigned

• As a Microsoft 365 Engineer within the Infrastructure Team, reporting to the Head of Infrastructure, you will be responsible for the delivery of Microsoft 365 transformation and migration projects • Deliver migrations from Exchange on-premises to Exchange Online • Mailbox discovery, assessment, schema mapping and cutover/hybrid migration execution • DNS/domain configuration, authentication & mail flow validation • Remediation and coexistence troubleshooting (autodiscover, transport, EOP etc.) • Migrate file servers, NAS storage and legacy SharePoint on-prem to SharePoint Online • Design, build & configure SharePoint Online site structures, permissions & governance • Implement OneDrive for Business including sync, rollout, configuration & adoption • Implement Microsoft Teams including governance, lifecycle management & policies • Migration of file and chat data (where applicable) • Implement Information Protection sensitivity labels and policies • Configure Purview Data Loss Prevention (DLP) rules and monitoring • Enable auditing, retention, compliance, insider risk policies and reporting

• Support the development of offers for large and complex deals, from opportunity qualification through submission • Analyze tender and RFP documents to fully understand customer requirements, expectations, and evaluation criteria • Organize and manage bid processes to ensure on-time, on-budget delivery of proposals • Ensure all customer-facing offer documents are complete, consistent, and compliant • Familiarize yourself with internal tools, procedures, and governance frameworks • Organize and facilitate bid-related workshops and meetings, ensuring clear documentation and follow-up on outcomes • Support the preparation and execution of internal bid reviews, ensuring involvement of all required support units • Contribute to securing successful outcomes across all phases of the offer process • Support knowledge sharing and the continuous improvement of bid management processes • Proactively identify and implement best practices for quality assurance and the further development of existing supply and bid processes