• Coordinate and perform release planning, development, testing, and deployment of IVR enhancements across multiple agencies. • Design and build call flows and integrate backend systems using application programming interfaces (APIs). • Manage NICE Business Units (BU) and contribute to solution design and network optimization. • Provide routing design and implementation for contact center technologies. • Collaborate with Architecture teams to design, develop, deploy, and consume APIs. • Provide technical support and troubleshooting assistance when scripting issues arise. • Coordinate issue communication and resolution with multiple technical teams during production incidents. • Review support tickets with agency leadership and oversee issue resolution across teams.

• Design and develop BI solutions: Analyze user needs and create effective Power BI solutions to meet their requirements. • Data modeling: Design optimized data models while ensuring the quality and relevance of information. • Report and dashboard creation: Build dynamic, interactive dashboards to enable business teams to monitor performance and make informed decisions. • Data pipeline management: Integrate and automate data flows from various sources (SQL databases, APIs, Excel files, etc.). • Quality assurance and performance: Ensure Power BI report performance, optimize response times, and maintain a high level of quality. • Support and training: Assist users in adopting Power BI, answer their questions, and troubleshoot any issues.

• Provide insightful feedback and data on recurrent issues to enhance customer service and performance • Deliver exceptional customer service by responding swiftly and professionally to inquiries from the Builder organization • Foster and maintain positive customer relationships by actively gathering feedback from both internal and external stakeholders, ensuring ongoing improvements • Communicate and collaborate effectively with technical teams to address customer needs • Troubleshoot and resolve technical issues promptly and efficiently • Regularly generate detailed and analytical service reports • Collaborate with other departments to identify root causes and implement effective solutions to fulfill customer needs • Assess customer requirements and offer expert advice and recommendations • Establish trust-based relationships with customers to ensure long-term satisfaction and loyalty

• interface directly with clients • play a crucial role in crafting proposals for Smart Packaging Solutions • conduct sales calls and deliver customer demonstrations • represent Grantek at trade shows • manage the customer journey • spearhead impactful sales campaigns • develop and organize quoting tools and templates • manage pricing strategy in coordination with the Smart Pack leader • own the pre-sales process, including quotation generation • conduct onsite preliminary engineering and develop subcontractor bid documents • review quoting templates against past projects to ensure accuracy and continuous improvement • execute sales campaigns, conducting calls to existing sites for customer education and feature sales • perform Voice of Customer activities for new offerings • generate marketing content, manage customer journeys, and support product management • engage in forecasting and establish the department's sustainability