• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements. • Build Call flow designs and integration to backend systems using application program interfaces (API). • Manage NICE BU and provide input into solution design, and optimization for network solutions. • Provide routing design and implementation for contact center technology. • Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs. • Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise. • Coordinate issue communication and resolution with multiple other tech teams in the event of a problem. • Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies’ tickets.

• Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect • Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services • Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation • Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences • Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e.g., Salesforce, ServiceNow) • Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs • Ensure robust security, scalability, and compliance across all digital implementations • Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configurations

• Manage technical projects for multiple clients simultaneously while liaising between multiple internal and external stakeholders • Resolve complex technical issues leveraging your core knowledge of various ERP products (JD Edwards, Oracle E-Business Suite, Hyperion, and SAP) to liaise with our extensive support staff • Skillfully addresses client questions or concerns, including difficult or pointed questions as needed • Installs software tools associated with supported ERP products • Hosts calls with clients and prospects to guide them through Rimini Street Technical Onboarding requirements • Plan and manage projects to establish remote access to a client’s network • Manage technical tasks related to performing a software archive at client site or via a cloud hosted solution • Manages multiple projects in Salesforce Collaborative Product Development tool • Executes continual process improvements to improve efficiency and effectiveness • Tracks and Records evidence for ISO compliance and ensures timely status updates • Host and participate in client calls off normal business hours as required to address and help resolve mission critical tasks for clients • Be able to offer alternative solutions to client remote access or environment related issues, under the pressure of a tight deadline

- Capture client needs and requirements - Design solution architectures - Execute deployment and ongoing management strategies for customer projects - Assist with presales efforts and scoping services engagements - Present to prospective clients