• Develop in-depth understanding of the Censis product suite; a SaaS based end to end solution. This includes CensiTrac, LoanerLink, ScopeTrac, and CensiTrac Analytics Modules. • Develops implementation strategies; identifies and evaluates installation problems. • Trains clients on all features and benefits of Censis products. • Builds enthusiasm and excitement for the product. • Provides demonstrations and in-services as needed at client sites and virtually. • Completes training checklists, daily reports and implementation reports needed during implementation. • Participates in software upgrade training. • Identifies installation problems, software bugs and /or necessary software modifications to Product Development. • May assist with installing and uninstalling hardware during operational readiness validations. This may require the ability to physically lift up to 25 lbs. • Establishes and maintains client satisfaction during the implementation training process. • Actively participates in any project task required. • Responsible for maintaining expertise in hardware installation and/or troubleshooting including but not limited to PC’s, printers, label printers, scanners, PDA’s, etc. • Proactively learns new features for all Censis products. • Demonstrates great attention to detail in the building container definitions. • Competent in both electrochemical and laser marking technologies; mark and identify/commission instruments. • Demonstrates competence in Adobe, Word, and Excel to convert and/or prepare customer count sheet data for upload. • Completes annual performance review. • Completes performance and development goals. • Internal Support of other Departments as required/assigned; performs other duties as required. • May be required to work weekend or overnight shifts. • If not previously certified as a sterile processing professional, will work towards the Certified Central Sterile Vendor Partner (CCSVP) certification to prove knowledgeable in the Sterile Processing environment. • Travel requirement up to 75%. This includes travel to different facilities on a weekly basis from Monday to Friday.

• Lead Care Pro Onboarding & Training: Plan and lead in-person and virtual onboarding sessions for groups of 1-15 Care Pros. Oversee the end-to-end process to ensure efficiency and timeliness. • Manage Client Transitions & Care Planning: Conduct needs assessments with Franchise teams to refine client care information. Verify that care plans meet Honor’s standards for completeness and accuracy prior to transition. • Own Risk Evaluation & Resolution: Proactively identify and resolve risks across both cohorts. This includes mitigating onboarding challenges for Care Pros and assessing client schedules for potential gaps or service risks. • Ensure Compliance & Documentation: Maintain expert knowledge of state-specific requirements. Verify necessary employment documentation (e.g., I-9s, licensure) for Care Pros and review client contracts and profiles for regulatory compliance. • Travel to Franchise Locations (30-40%): Travel frequently to support onsite onboarding activities, attend meetings, and support franchise locations as needed. Some weekend work may be required to support Care Pro onboarding schedules. • Manage Stakeholder Communication: Act as a primary liaison for Franchise owners and internal teams. Lead external and internal meetings to foster clear communication and timely issue resolution for both Client and Care Pro workstreams. • Lead Cross-Functional & Team Support: Partner with Field Teams, Market Operations, and Hiring teams to address challenges. Provide additional capacity to other Honor teams during periods of low implementation volume.

• Managing multiple Implementations at once • Frequently meeting with Firms to configure, test, and train their staff during their time in Implementation • Traveling onsite in certain cases where a detailed training or workshop is needed for the firm (less than 10%) • Manage activities, timelines, and dependencies for internal and external sharing ClickUp using our implementation project-management system. • Balancing creative problem-solving with process consultation to ensure an individual firm’s needs are met with our software. • Taking ownership of internal projects, collaborating with team members inside and outside of Implementation, to help our team rapidly evolve.

• Configure Five9 VCC and IVA applications according to solution specifications from Solution Architects and Business Analysts, following established best practice guidelines. • Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings. • Configure IVR/Studio IVA flows, including nested call paths, external variables, context tables, foreign scripts, and Studio based IVA logic. • Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations. • Perform thorough configuration testing and validation prior to customer UAT or deployment. • Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations including support for OAuth/SAML authentication flows, error handling and payload parsing. • Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components). • Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify. • Troubleshoot issues across Five9 components and diagnose cross layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis, collaborating with senior engineers/architects on complex issues. • Participate in client calls and technical working sessions, communicating progress, blockers, and status updates clearly to project managers and architects. • Document configuration decisions, integration logic, test cases, and operational details, and contribute to internal best practice libraries, reusable assets, and configuration templates.