Key Responsibilities 1. Organizational Change & Process Harmonization - Lead change impact assessments across Lead → Set → Confirm → Dispatch workflows. - Define and implement the change strategy for transitioning from fragmented site-level processes to unified, standardized workflows. - Support the rollout of the RenuityOneAgent model (merging setter and confirmer roles). - Engage with operations leaders to redesign SOPs, scripts, dispositions, and scheduling workflows. - Ensure alignment across multiple centers (Florida, MadCity, Mexico/Charlotte, potential future locations). 2. Stakeholder Engagement & Governance - Identify key stakeholders across Renuity, Firstsource, and Zensar. - Establish governance models including Steering Committees, Ops Councils, and cadence routines. - Manage cross-functional coordination to ensure alignment on integration, technology, and process initiatives. - Conduct readiness assessments and prepare change adoption metrics for leadership updates. 3. Communication & Change Enablement - Develop communication and engagement plans for all impacted teams. - Create clear messaging for new roles, workflows, dialer processes, and AI-assisted operations. - Manage communications around the introduction of new CCaaS tools, platforms, and integration-driven workflows. - Prepare leadership updates, newsletters, and stakeholder briefings. 4. Training, Adoption & Knowledge Management - Work with Training and QA teams to define training needs tied to technology, scripts, SOPs, and AI workflows. - Coordinate curriculum, playbooks, digital guides, and process documents for agents and supervisors. - Ensure adoption of new systems including CCaaS, CRM integrations, AI Scoring, Auto QA, Voice/SMS automation. - Support performance baselining and post-go-live adoption tracking. 5. Support Implementation & Pilot Rollouts - Enable the “Command Center Lite” pilot for 30 agents, ensuring process alignment and user readiness. - Facilitate UAT, soft launch, and go-live activities from a people/process standpoint. - Collect user feedback, assess friction points, and drive continuous improvement during scaling phases. 6. Risk Management & Issue Resolution - Identify risks related to change resistance, skill gaps, process inconsistencies, or data/process migration. - Develop mitigation plans and escalate issues during transformation phases. - Track KPIs including conversion, speed-to-lead, AHT, agent productivity, QA scores, adherence, and adoption rates. Required Skills & Capabilities Core Change Management Skills - Strong grounding in change frameworks (ADKAR, Prosci, Kotter, or equivalent). - Ability to manage end-to-end change lifecycle—from impact analysis → communication → training → adoption. - Experience in contact center transformation, sales operations, or customer engagement environments preferred. Functional Skills - Understanding of Lead Management, Dialers, CCaaS platforms (Five9, AWS Connect, RingCentral, etc.). - Knowledge of CRM processes (Lead, Contact, Appointment, Dispositioning). - Ability to analyze workflows and recommend standardization across multi-site operations. - Familiarity with AI adoption in contact centers (Agent Assist, Auto QA, lead scoring). Soft Skills - Strong communication and storytelling capability. - Excellent stakeholder management and cross-functional coordination. - Ability to influence senior leadership and operations teams. - High resilience and adaptability in fast-paced transformation environments. Nice-to-Have - Experience with large-scale technology implementations, especially integrations across CRM, dialer, CCaaS, and data platforms. - Exposure to sales enablement or marketing automation ecosystems. - Certifications in Change Management (Prosci) or Agile methodologies.

• Design and build APIs and backend services that power AI-driven product experiences • Develop systems that integrate LLMs and ML models into production workflows • Build and maintain data pipelines supporting training, inference, and evaluation • Partner closely with ML Engineers, Data Scientists, and Product to ship end-to-end features • Improve system performance, reliability, and scalability across services • Contribute to experimentation and feedback loops that improve model and product performance • Debug complex production issues and drive root cause resolution • Raise the bar on code quality, system design, and engineering standards

About us: Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly. Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards. Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely. The role in a nutshell: We're building teams to help us succeed in our mission to upgrade the world to a better financial system. As an intermediate engineer, you’ll be joining a group of highly motivated software engineers who you’ll work collaboratively with across our pods. As a fast-growing company with offices around the world, you’ll immediately see how your contributions directly impact both our internal users and client experience. Many of the problems we are solving result in trail blazing solutions which can’t be found on Stack Overflow; so we’re looking for engineers who flourish working in a complex domain. Your mission will be: - Build distributed microservices that are accessed by 10m customers from across the globe. - Design, build and maintain advanced applications services. - Collaborate with cross-functional teams to define, design, and ship new features. - Write testable, maintainable code for robustness and reliability. - Work on bug fixing and improving application performance. - Write code that directly affects users, the company and the Bitcoin ecosystem. A little about you: - Background in computer science in areas such as algorithms, data structures, and software design. - Proven experience leading development efforts and guiding engineering teams through end-to-end project delivery. - Extensive programming experience in Backend based technologies. Go(lang) is preferable. - A continuous improvement mindset. - BSc/MSc/PhD in computer science or other technical discipline, or equivalent working experience. - To be friendly, transparent, articulate and driven to succeed. Don’t be put off if you don’t tick all of the boxes – they’re a guide based on what we’d love to see What stack we work on: - Kotlin, Swift & Angular - Go(lang), gRPC - Kubernetes (EKS), Docker - CloudFlare, CloudFront, nginx - MySQL (RDS), Redis (ElastiCache), etc - Prometheus, Grafana, CloudWatch, Jenkins Life at Luno: - Remote but reachable work policy gives you the freedom to choose between working from home or the office. - Plus the option to buy and sell up to 5 days leave - Improve body and mind, with excellent private medical insurance - Access to Learnably and our additional learning platforms for your personal and professional development - 6 months primary care-giver leave - Paw-ternity leave for your furry friend - Annual Inspiration Day in addition to your annual leave which increases based on your length of service! - A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts - 0 fees up to a certain amount with Luno from the day you start.* *Offer only available on Luno Instant Buy, not Luno Exchange We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Mayo Clinic Genomics and Emerging Systems Unit is seeking a Software Engineer to design, develop, and maintain robust .NET-based back-end services supporting a broad portfolio of genomics and clinical applications. These systems operate across on-premises environments and modern cloud platforms, including Azure and Google Cloud Platform (GCP), and integrate with distributed services through secure APIs and web services. The Software Engineer will build and optimize services that handle complex genomic workflows, large-scale clinical datasets, and high-throughput data processing. This includes ensuring that all services meet strict performance, reliability, and accuracy requirements, scale effectively as data volumes grow, and remain resilient within hybrid cloud ecosystems. The role collaborates closely with Product Owners, Product Managers, Architects, and cross-functional engineering partners to translate requirements into well-architected, maintainable code. Responsibilities include designing and implementing services aligned to enterprise architecture, including cloud-ready APIs, data integration pipelines, and secure interoperability layers for genomic systems. The engineer participates in Agile and DevOps practices using GitHub, Azure DevOps (ADO), Azure Pipelines, and CI/CD frameworks. Work may include deployment automation and configuration management using tools such as ARM/Bicep, Terraform, Cloud Build, or Azure Pipelines, supporting both on-prem and cloud-hosted applications. Development efforts leverage modern .NET technologies, cloud-native patterns, API-first design, and secure coding practices. Responsibilities also include maintaining comprehensive technical documentation, contributing to code reviews, and participating in expert-level troubleshooting through log analysis, root cause evaluation, and data/system investigation. This position requires effective communication with peers, leaders, and clinical partners across the organization. The engineer will continue to build knowledge of genomics workflows, organizational processes, and customer needs while performing a range of technical assignments with moderate guidance and increasing autonomy. During the selection process you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps. This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position. Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Benefits Highlights - Medical: Multiple plan options. - Dental: Delta Dental or reimbursement account for flexible coverage. - Vision: Affordable plan with national network. - Pre-Tax Savings: HSA and FSAs for eligible expenses. - Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.