• Resolve customer technical issues effectively and efficiently through multiple support channels • Communicate with customers professionally and consistently on issue status and resolution • Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and resolution • Continually develop and hone customers service & troubleshooting skills and Higher Logic product knowledge • Build and foster positive working relationships across the team and company • Coordinate phone calls or virtual sessions with customers to troubleshoot effectively • Meet or exceed performance metrics around productivity, quality of work and overall customer experience

• Design, configure, and support contact center platform including: ACD, queues, skills, and routing strategies • Architect call flows, IVRs, and chatbot integrations • Voice, callback, voicemail, and outbound dialing capabilities • Ensure seamless communication across various platforms • Administer users, roles, permissions, agent profiles, and routing configurations. • Support integrations using APIs, data actions, web services, and CRM connectors. • Configure and support SIP trunks, telephony providers, BYOC / BYOT, and number management. • Monitor platform health, performance, and capacity using platform analytics and monitoring tools. • Respond to and resolve complex incidents impacting customer or agent experience. • Perform root cause analysis and contribute to problem management and service improvement initiatives. • Support Analytics teams with reporting and performance dashboards. • Partner with stakeholders to optimize routing strategies, handle times, and customer experience outcomes. • Assist with workforce engagement insights and operational metrics. • Implement security best practices including role-based access control, audit logging, and secure integrations. • Support regulatory and compliance requirements (e.g., HIPAA, GXP) related to call recording, data retention, and access controls. • Design for resiliency, failover, and disaster recovery within the platform. • Maintain system documentation, call flow diagrams, configurations, and operational runbooks. • Evaluate new platform features and releases; support testing, rollouts, and change management. • Contribute to standardization and automation of configurations where appropriate. • Assist with projects, adhering to timelines, budgets, and quality standards. • Participate in an on-call rotation to support critical contact center operations. • Occasional after‑hours or weekend work during maintenance or major incidents.

• Apply best practices in software architecture design and development to solve mission critical business problems • Work as an IT expert and evangelist by providing thought leadership and assisting customers with their business technology needs • Analyze the customers' functional and technical requirements in order to design technical solutions • Assemble and deliver high quality presentations • Facilitate customer workshops related to enterprise architecture and technology solutions • Work closely with the Sales team in the creation of proposals that present compelling solutions that adjust to the customers' needs and requirements • Understand the customers' IT architecture in order to clarify the strategic requirements and ensure our capabilities align with their IT ecosystem • Work together with the Anexinet delivery team in the delivery of successful projects • Work with Anexinet partners to develop technical capabilities and competencies to sell and deliver Anexinet solutions and technologies • Work effectively within a dynamic, fast paced team environment. • Serve as a mentor to other developers in order ensure client success and employee engagement and development • Determine multiple paths forward presenting pros and cons and do what is necessary to knock down barriers and obstacles to ensure high levels of client satisfaction

• Own end-to-end delivery of IT projects, from requirements gathering and system design through implementation and rollout • Design scalable and maintainable IT systems across device management, identity, and SaaS platforms • Manage and scale mobile device management (MDM) solutions for macOS and iOS devices using JAMF • Administer and optimize identity and access management systems, including Okta configuration, lifecycle management, and workflows • Own administration and integrations across core SaaS tools such as Google Workspace and Zoom • Collaborate cross-functionally to gather requirements, incorporate feedback, and improve system performance and user experience • Build automation to streamline IT operations and support a high-velocity, high-performing environment