Role Description We are looking for a Contact Center Systems Lead to help us build and scale our cloud-based contact center infrastructure. In this role, you will lead the implementation and setup of our contact center platform, working closely with internal teams to design a solution that supports our operations and enhances customer experience. This is a high-impact role where you’ll take ownership of a critical system and help shape how we support our customers. What you will be doing - Implementation & System Ownership - Lead the setup and implementation of a cloud-based contact center platform - Define system structure, workflows, and deployment approach - Partner with operations and leadership teams to understand business needs - Act as the main point of contact for contact center technology initiatives - Platform Configuration & Design - Configure users, queues, routing logic, and call flows - Design and optimize customer journeys and IVR flows - Set up call routing, schedules, and operational workflows - Establish scalable and organized system structures - Integrations & Collaboration - Support integrations with CRM systems and other internal tools - Work with technical teams or vendors to ensure smooth system connectivity - Help bridge technical solutions with business requirements - Optimization & Continuous Improvement - Monitor system performance and identify improvement opportunities - Refine workflows and routing strategies to improve efficiency - Support reporting and insights for operational teams - Documentation & Enablement - Document system setup and processes - Train internal teams on platform usage and best practices - Help establish processes for long-term maintenance and scalability Qualifications - Experience with cloud-based contact center platforms (e.g., Genesys, Five9, NICE, Talkdesk, Amazon Connect, or similar) - Experience implementing, configuring, or managing contact center systems - Ability to translate business needs into technical solutions - Strong communication and stakeholder management skills - Comfortable working in a remote, cross-functional environment Requirements - Experience with Amazon Connect - Familiarity with AWS or other cloud platforms - Experience with CRM integrations (Salesforce, Zendesk, etc.) - Basic knowledge of APIs or automation - Background in customer experience or contact center operations Benefits - Fully Remote: Work from anywhere — no office required 🌍 - High Ownership Role: Real impact on systems and operations - Long-Term Opportunity: Grow with a scaling organization - Competitive Compensation: Based on experience and expertise - Career Growth: Build mission-critical systems, not just features - Autonomy: Lead architecture, automation, and system design

About Us We are a fast-growing startup (2.5 years in the market) entering a scaling phase. As we grow, operational efficiency becomes critical. Our focus is simple: - reduce unnecessary hiring through smart automation - eliminate manual work where possible - elevate team thinking toward AI-first problem solving What You’ll Do - Design and implement automation solutions using AI, low-code, and no-code tools - Identify repetitive workflows across teams (HR, Finance, Marketing, Support) and replace them with scalable systems - Independently define architecture and choose the right tools/stack - Collaborate with stakeholders to clarify requirements and shape solutions - Participate in brainstorming sessions to develop efficient, AI-driven approaches - Build lightweight internal tools and integrations - Present solutions and onboard teams - Run small workshops to improve AI literacy and adoption across the company Working Format - Part-time: 10–20 hours per week - ~10 hours/week overlapping with team for communication - Remaining hours flexible Hiring Process - Practical technical task - Discussion of your learning path and projects - Close evaluation of speed and quality during initial phase - Fast decision-making: if expectations are not met, we part ways quickly

• Lead discovery calls and workshops with client stakeholders to understand business requirements across Sales, Marketing, and Service teams. • Design and architect scalable HubSpot solutions using Sales Hub, Marketing Hub, and Service Hub (Operations Hub experience is a plus). • Develop detailed project scopes and SOW-style documentation, including deliverables, assumptions, exclusions, and acceptance criteria. • Support pre-sales activities by reviewing requirements and ensuring proposed solutions are feasible for delivery. • Lead project kickoffs and coordinate closely with delivery and engineering teams to ensure successful execution and quality control. • Drive client adoption through onboarding programs, training coordination, and regular business review (QBR) sessions. • Support long-term client engagement and help transition clients into ongoing support or retainer relationships.

• Architect and build the agentic orchestration layer on top of Microsoft 365, designed to be LLM-agnostic from the start • Set up and configure Azure infrastructure (resource groups, Entra ID app registration, Azure AI Search, storage) • Integrate the Claude API with a locked system prompt; implement interaction logging so all 25 users contribute to a shared organisational knowledge base • Connect Word and Outlook via Microsoft Graph in Phase 1; expand to PowerPoint, Teams, SharePoint, and Excel in Phase 3 • Build branded document output templates (logo, colour palette, formatting) that lock in on all AI-generated exports • Implement role-based permissions, search guardrails, and an admin control panel • Provide regular project check-ins with the co-founder (1–2 hour daily overlap window) • Advise on scope and timeline — if something needs more time, say so early