• Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions. • Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off. • Analyze complex business and technical challenges to define scalable and effective solution architectures. • Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate. • Configure and optimize Genesys Cloud environments to align with changing business and operational needs. • Lead the planning and execution of contact center deployments, migrations, and system upgrades. • Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors. • Support production readiness activities and ensure smooth transition of contact center solutions into live environments.

• Serve as the first line of support for client inquiries, requests, and tickets • Triage and prioritize incoming issues, assigning or escalating them appropriately based on type, severity, and SLA guidelines • Assist with basic NetSuite troubleshooting, configuration lookups, permission errors, navigation issues, data corrections, and data validation • Collaborate with fellow support team members to document solutions, client interactions, and best practices • Contribute to knowledge-sharing initiatives, including updating internal documentation, enhancing client-facing resources, and participating in learning sessions • Monitor support queues and ensure timely follow-up on all issues, driving resolution in line with client expectations • Support testing activities for configuration changes, enhancements, and system updates • Take part in team meetings, mentorship opportunities, and product training to continually strengthen your NetSuite and consulting expertise

• Support clinical study adjudication requirements • Review specific cases and provide clinical justification • Provide documentation of clinical determination

• Collaborate closely with clients to ensure successful integration of our solutions, providing exceptional support and guidance. • Conduct comprehensive chart reviews to identify opportunities for model refinement, potential enhancements to the product, and to gather success stories. • Build and nurture strong relationships with clinicians at client sites to facilitate seamless adoption and utilization of our technology. • Provide leadership and guidance to internal teams on clinical matters, leveraging your expertise to drive success. • Contribute to the development of presentations and participate in sales and marketing conversations, representing the nurse perspective, and demo product features. • Stay abreast of industry trends and advancements, contributing to the continuous improvement of our products and services. • Gain buy-in from nursing and physician stakeholders to drive adoption. • Support cross-functional team to build and deliver overarching narrative regarding value that Bayesian brings to each health system customer. • Support research and evaluation of Bayesian Health modules. • Identify gaps and barriers to achieving clinical outcomes and recommend countermeasures. • Contribute to the product roadmap by anticipating client needs. • Travel an average of 10% (including overnight) to client sites to provide support. • Be an integral part of our diverse, inclusive, collaborative, fully-remote Clinical team. • Other duties as assigned.