• Assess current-state architecture of Xima-based contact center environments • Conduct gap analysis and define migration strategy to Amazon Connect • Develop target-state architecture aligned with business, CX, and compliance requirements • Engage with CIO/CTO and business stakeholders to align transformation roadmap • Lead end-to-end migration from Xima to Amazon Connect, including: Contact flows (IVR) redesign, Call routing logic and queue configurations, Data migration and integration mapping • Configure Amazon Connect components: Contact flows, queues, routing profiles, Amazon Lex bots (if applicable) • Ensure minimal business disruption during cutover • Integrate Amazon Connect with enterprise systems: CRM platforms (Salesforce, etc.), Ticketing systems, Data platforms / analytics tools • Design and implement APIs and middleware for seamless data exchange • Enable omnichannel capabilities (voice, chat, messaging) • Define KPIs and dashboards for performance monitoring • Implement best practices for: Security & compliance (HIPAA, SOC2, etc. where applicable), Cost optimization on AWS • Provide post-migration optimization recommendations (AI, automation, analytics) • Act as a trusted advisor to business and technical stakeholders • Collaborate with cross-functional teams (engineering, CX, operations) • Provide regular status updates, risks, and mitigation plans • Support training and change management for end users

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union. • Responds to a wide variety of telephone, chat and secure messaging member inquiries. • Assists members with any problems on existing accounts. • Determines members’ product and service needs and provides information and/or clarification of products and services that would best fit their financial needs. • Provides service and development level support for all e-commerce related activities. • Maintains current knowledge of all Credit Union products and services.

• Manage team of call center associates to promote a working team environment and ensure best practices are shared. • Works to develop employee’s skills, evaluates performance and provides feedback. • Oversees resolution of employee relations issues and performance standards, productivity and service standards. • Conducts hiring, training, and evaluation of staff. • Provide on-going coaching to each Customer Service Associate (CSA) on their team concerning quality, reliability, accountability and productivity. • Ensure service levels and performance guarantees are met. • Work with Call Center Manager to implement strategic business work plan goals. • Tracks and periodically reports progress to management. • Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided. • Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. • Backup platform team. • May take overflow calls. • Special projects as assigned. • Ability to travel as needed. • Actively participates in in-person and virtual meetings/events (internal and external)

Title: RN - Level 16 General Medical Location: Duluth, MN Part time Job Description: Building Location: Building B - St Marys Medical Center Department: 2003970 SMMC 16-MED SURG - SMMC HOSP Job Description: Do you have the career opportunities you want in your current role? We have an exciting opportunity for you to join Essentia Health as a Registered Nurse (RN) for our General Medical Unit! At Essentia Health – St. Mary’s Medical Center, we’re northern Minnesota’s largest hospital, with 380 beds. We are also a Level I Adult and Level II Pediatric Trauma Center with 24-hour emergency care and critical care. Education Qualifications: BSN or ADN degree from an accredited school or college of nursing What you'll get to do in this role: - You will be in charge of organizing and providing care to patients through the process of assessment, planning, intervention, and evaluation. - You will get to be a team leader and delegate aspects of care to other nursing personnel based upon their licensure, preparation, and job descriptions. - You will be part of something bigger as you will contribute to meeting of the mission and goals of the facility and Essentia, and in turn serve the community in which you live. - You will meet the requirements of the Joint Commission as applicable and/or other federal, state, and local regulatory or accrediting agencies. This position will work the following: - 0.8 FTE - 8 Hour Shifts - Day/Night Rotation - Every other weekend Licensure/Certification Qualifications: - Current nursing licensure in Minnesota - Basic Cardiac Life Support (BCLS) certification within one month Qualified candidates may be eligible for a hiring incentive of up to: ADN: $7,500 BSN: $10,000 Employee Benefits at Essentia Health - Health Coverage: Medical, dental, and vision insurance options to ensure employees' well-being. - Retirement Savings Plans: 401(k) with employer contributions to support long-term financial security. - Professional Development: Opportunities for career growth through training, tuition reimbursement, and educational programs. - Work-Life Balance: Flexible scheduling, paid time off, and personal leave to help employees manage their professional and personal lives. - Employee Wellness Programs: Initiatives focused on physical, mental, and emotional health, including fitness memberships, counseling services, and wellness activities. FTE: 0.8 Possible Remote/Hybrid Option: Shift Rotation: Day/Night Rotation (United States of America) Shift Start Time: 0700 and 2300 Shift End Time: 1530 and 0730 Weekends: Yes Holidays: Yes Call Obligation: No Union: SMMC MNA RNs (SMRN) Compensation Range: $43.30 - $66.22 Employee Benefits at Essentia Health: At Essentia Health, we’re committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health. Please note that benefit eligibility may vary. For full details, refer to your benefit summary or contact our HR Service Center at (218) 576-0000.