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

• Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. • As a Systems Analyst II, assist with essential project development and support enterprise objectives. • Work with Core Epic applications, handling service requests and incidents submitted through ServiceNow. • Troubleshoot issues, analyze system breaks, perform configuration updates, and ensure application stability. • Complete routine support and designated project assignments. • Provide input to develop solutions. • Assist with project documentation, operational and business objectives, best technology capabilities, task level resource requirements, task plans and general communications. • Develop process flow charts and report on project status. Support the development of information system requirements.

Role Description We are looking for a Systems Engineer with experience in AWS cloud services, system design, and interoperability across distributed environments to support the development and sustainment of scalable, secure, and interoperable systems. This role will contribute to system architecture implementation, integration activities, and operational support within a Digital Depot environment spanning cloud, on-premises, and partner-connected systems. - Design and implement scalable system architectures using AWS services such as EC2, S3, RDS, Lambda, and VPC - Develop and maintain cloud infrastructure using Infrastructure as Code (IaC) tools (i.e. Terraform, CloudFormation) - Implement and support system integrations, including APIs, data exchanges, and connectivity across internal and external systems - Monitor system performance, availability, and reliability, and support issue resolution and root cause analysis - Ensure system interoperability across cloud, on-premises, and partner environments - Support CI/CD pipelines and automation processes - Troubleshoot system issues and provide root cause analysis - Support system security and compliance efforts, including implementation of security controls aligned to NIST/RMF frameworks Qualifications - 4+ years of experience in systems engineering, cloud engineering, or related roles - Bachelor’s degree in Computer Science, Engineering, or comparable academic discipline - Must have or be willing to obtain Secret Clearance (this requires US Citizenship) - Ability to pass required background screening and drug testing - Experience working across Operational Technology (OT) and Information Technology (IT) environments is preferred - Hands-on experience with AWS services (EC2, S3, RDS, Lambda, VPC, IAM) - Experience with Infrastructure as Code (IaC) tools such as Terraform or CloudFormation - Solid understanding of system architecture concepts, including microservices, distributed systems, and high availability - Experience with networking fundamentals, including DNS, TCP/IP, routing, and load balancing - Knowledge of interoperability standards, APIs (REST, SOAP), and data exchange patterns - Experience with scripting or programming languages like Python, Bash, or Java - Familiarity with containerization tools (Docker, Kubernetes) - Awareness of monitoring and logging tools (CloudWatch, Prometheus, Grafana, or similar) - Knowledge of security frameworks and compliance standards (NIST, RMF, Zero Trust concepts) - Experience with monitoring tools (CloudWatch, Prometheus, Grafana) - AWS certifications are a plus - Outstanding problem-solving and analytical skills - Excellent verbal and written communication skills - Experience with DoW or U.S. Air Force environments is a plus Benefits - Market competitive salary - Generous PTO package - Comprehensive medical, dental, vision, and life insurance plans - 401K - Short/long-term disability insurance - Fun and engaging culture - Training opportunities to keep you up to speed on the latest technologies

• Own the AI Opportunity Map • Lead the discovery process to audit current workflows • Define and track ROI via dashboards for "Hours Saved," "Cost Avoidance," and "Revenue Impact" • Develop and own the architecture and tooling for the internal AI ecosystem • Establish governance frameworks for data privacy and deliver educational sessions to upskill the workforce