• Technical Support of Upland products • Interact with customers via phone/email to provide effective service and support • Report product or solution problems to engineering and follow-up on resolution • Execute installations and upgrades • Identify areas for improvement and make constructive suggestions for change • Continually seek opportunities to increase client satisfaction and deepen client relationships • Ensure customer satisfaction through reporting, follow-up and appropriate problem closure

• Translate product initiatives into real-world workflows: Turn high-level product ideas into detailed advice processes, requirements and logic. • Act as a financial advice SME: Provide expertise on advice processes, suitability standards and FCA expectations. • Support solution design: Work with engineering teams to ensure features reflect real adviser workflows and operational realities. • Validate product outputs: Review and test outputs from an adviser, paraplanner and compliance perspective. • Drive product improvement: Identify gaps, edge cases and opportunities to refine solutions during development.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Application Development & Support Engineer III About the Role Conduent is seeking an Application Development & Support Engineer to inspire and lead technical teams to build cutting-edge solutions and proactively bring new ideas, technologies, and methodologies to the table. Responsibilities - Participate in complete software product lifecycle encompassing requirements analysis, prototyping, architecture, design, development, testing and deployment - Development using Object Oriented Programming and Design Patterns. - Cloud focus development (Containerization). - Solve complex software system issues. - Troubleshooting design flaws and system bottlenecks. - Assisting the software design team with application integration - Support and troubleshoot system performance test findings. - Independently troubleshoot problems and identify the likely root causes for Sev1/Sev2 production issues - Test-Driven Development (TDD) or Behavior Driven Development (BDD) - Data Model design and implementation for solutions from high level requirement - Provide technical guidance and engineering best practices within development teams - Develop Micro services. - Effectively work with remote technical leaders in designs and developing robust solutions. - Proactive in identifying and escalating potential risks and impediments and coming up with alternative solutions - Owning and promoting the product releases to the production. - Up to 25% travel Requirements - 8 – 12 years of total experience, with at least 4 years of Technical Lead roles. - Strong technical leadership in applying object-oriented principles and recommended design patterns to create robust and scalable system designs - Effectively work with remote technical leaders in designs and developing robust solutions - Strong experience developing web applications on the Java platform (Core Java, Spring, Spring Boot, Hibernate, Rest full Web Services, JavaScript development (Angular preferred), Flyway). - Experience in developing Micro services - Strong knowledge of RDBMS and experience working with SQL Server/Oracle and No SQL including writing complex join queries and SQL query tuning. - Experience in writing unit testing methodologies and frameworks (e.g. MOQ) - Experience with DevOps Tools like Jenkins/XL Deploy - Experience in conducting design and code reviews Nice to have Skills - Ability to pick up new technologies - Solid written and verbal communication skills - Passionate about technology and results driven - Azure or AWS any cloud experience - Shell Scripts or Bash scripts. - Basic network and architecture understanding - Preferred experience in payment processing industry - Linux OS understanding and experience in Shell scripting - AI tooling proficiency eg: using AI tools for effective development and unit testing. Education: - Bachelor’s degree in a related technical field or equivalent work experience. Each year of relative work experience may be substituted for a year of college education, up to two years. Flexible Working At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions: - Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. Working For You Perks and rewards designed for you: - Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint. - Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts. Join Us At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can: Bring your authentic self to work Grow and thrive, both personally and professionally Make a difference with our clients, in our communities, and with the millions of people we support When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $96,250 - $125,000. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. Job Summary Job Title: Senior Technical Support Manager (Sr. Manager) Summary Description The Technical Support Senior Manager is an experienced leader responsible for driving operational excellence across a global, multi-channel support organization. This role oversees a 24/7/365 operation, ensuring effective staffing and service delivery across phone, chat, portal, and email channels. A strong background in technical support, team leadership, and performance management is essential, along with a proven ability to foster high-performing, customer-focused teams. Success in this role requires a strategic mindset, strong cross-functional collaboration skills, and the ability to lead transformational initiatives aligned with company goals. The Senior Manager partners closely with product, engineering, and implementation teams to resolve complex issues, improve processes, and elevate the customer experience. Regular engagement with key clients and executive stakeholders, combined with the ability to analyze support trends, extract insights, and lead meaningful change, is essential to the success of the Senior Technical Support Manager. Essential Functions Knowledge/Skills/Abilities: - Recruit, hire, and train high-performing technical support teams across global locations - Oversee support delivery for one or more product suites, ensuring contractual coverage - Foster a culture of inclusion, growth, and accountability within the team - Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff - Lead strategic improvement initiatives and collaborate across teams for broader rollout - Manage time-critical communications for incidents, maintenance, and releases - Drive performance against KPIs including response time, resolution time, and customer satisfaction - Own senior-level client escalations and support the team in de-escalating complex situations - Support integration of new acquisitions into standard support processes - Identify reporting needs and partner with Business Systems to deliver accurate insights - Ensure timely updates to internal and external documentation and training materials - Serve as on-call Client Communications Manager during critical incidents (rotational) - Collaborate with technical stakeholders to minimize customer impact during maintenance Experience/Credentials - 5+ years of direct leadership experience in a client-facing technical support role, ideally within a SaaS or technical environment - Technical experience across one or more of the following: networking, system troubleshooting, streaming/video infrastructure, database administration, front-end and or back-end development - Proficiency with backend systems (Salesforce Service Cloud, Jira) - Experience with reporting tools (Salesforce, Power BI) - Proven ability to lead calmly and effectively in high-pressure environments - Excellent communication, time management, and prioritization skills - Skilled in empathetic and tactful staff management - Experience with recruitment, resume review, and panel interviews - Familiarity with HR processes including grievance, PIP, and dismissals - Track record of cross-functional collaboration and change implementation - Experience managing escalations and resolving client concerns - Knowledge of multi-channel support operations (chat, phone, email, portal) - Familiarity with Agile development methodology - Certifications such as ITIL Foundation, Microsoft, AWS, or CompTIA A+ (preferred) Security Requirement: Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. About Us Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! Security and Privacy Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. - Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. The Team - We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The Culture - At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to bea part of our journey. - A few culture highlights include – Employee Resource Groups to encourage diverse voices - Coffee with Mark sessions – Our employees get to interact with our CEO on very important andsometimes difficult issues ranging from mental health to work-life balance and current affairs. - Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. - We bring in special guests from time to time to discuss issues that impact our employeepopulation The Impact - We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.