• Analyze outbound and inbound dialer performance to optimize: Contact rates, Hit rates, Agent productivity, Recovery effectiveness. • Build and maintain dashboards and reports in Tableau for operational and leadership consumption. • Perform advanced analysis using BigQuery on large-scale datasets. • Monitor daily, weekly, and monthly KPIs related to: Dialer efficiency, Agent behavior, Calling strategies, List performance and intensity capping. • Identify trends, anomalies, and improvement opportunities in dialer and collections data. • Partner with cross-functional teams (Dialer Ops, Collections, Tech, Product) to: Translate insights into operational actions, Adjust dialing logic and strategies. • Support experimentation, pilots, and optimization initiatives across campaigns. • Ensure data accuracy, consistency, and reliability across reports and dashboards.

• Owning the implementation and ongoing execution of a specialized program with elevated compliance or program-specific requirements. • Ensuring teachers and specialists understand and adhere to program expectations, policies, and workflows. • Serving as the subject matter expert on state-specific and program-specific requirements. • Monitoring program fidelity through data, audits, and regular review of key systems (attendance, engagement, progress, documentation, etc.). • Identifying compliance risks or gaps and proactively addressing them. • Partnering with the Director of Program Implementation to align program execution with broader system design. • Supporting staff through training, communication, and ongoing guidance related to program requirements. • Collaborating with cross-functional teams (learning, partnerships, product, operations) to ensure alignment and effective execution. • Elevating trends, challenges, and opportunities for improvement based on program data and stakeholder feedback. • Advocating for product and system enhancements that improve the experience for students, families, and staff within the program. • Supporting documentation and audit readiness to ensure compliance with state and partner expectations.

• Provides development support by designing, coding, and modifying websites in accordance with customer specifications, from layout to functionality. • Collaborates with the Technical Writer to produce well-written technical documentation tailored to the customer’s environment and objectives. • Coordinates and administers content updates to websites in a timely manner, as approved by the Change Control Board (CCB). • Formats and layout provided materials—including graphics, text, video, headings, pullouts, links, instructions, and other navigation or organizational elements—to ensure consistency and usability. • Ensures websites maintain optimal performance and security and works closely with the Systems Administrator to ensure consistent uptime. • Performs quality control activities and updates documentation procedures as required, while strictly adhering to customer-provided web standards. • Participates in sprint- and release-level team activities, as well as technical exchange meetings, in support of program objectives. • Supports development team activities during automation integration efforts, which may involve collaboration with government stakeholders and other contractors to build a successful product and collaboratively troubleshoot technical issues.

• Oversee the administration, maintenance, and sustainment of the ACAS solution • Lead and guide the team in troubleshooting and resolving operational issues within the ACAS environment • Maintain and configure Nessus, Nessus Manager, Nessus Agents, Nessus Network Monitor, and Security Center across Linux/Unix and Windows environments • Direct the technical workflow of the ACAS Operations ticket queue, ensuring efficient prioritization, assignment, and resolution • Lead special projects focused on improving and optimizing the ACAS environment • Mentor and support the technical development of the ACAS scanning team to enhance their capabilities and operational effectiveness • Ensure ACAS operations remain compliant with organizational security policies and industry best practices • Develop and implement strategies to optimize scanning processes and improve overall vulnerability management • Collaborate with cross-functional teams to address security findings and drive remediation efforts • Generate, analyze, and present vulnerability assessment reports and risk mitigation updates to stakeholders