• Design and develop new features and solutions that support customer use cases in existing and new software products. • Work in an agile team environment that practices continuous improvement when planning, estimating and building software. • Deliver on sprint commitments by working proactively with stakeholders to identify and navigate obstacles. • Build high-performing software with an evolving set of tools across several technology stacks and participate in the stewardship of our development process. • Collaborate with cross-functional project teams including Architects, QA, Product Management, and others to delight our clients.

• Design, develop and optimize scalable data pipelines using SQL and Python/PySpark • Build and maintain analytics-focused data models (e.g., Star Schema and OBTs) • Structure data into Bronze, Silver and Gold layers within a modern data architecture • Ensure data quality, consistency and governance across the entire pipeline • Act as the technical point of reference for troubleshooting and removing blockers • Translate business needs into efficient data solutions • Create, evolve and manage the project’s technical roadmap • Work collaboratively with cross-functional teams and stakeholders

• Codebase Deconstruction: Use advanced AI tools to analyze an RPG codebase, extracting critical behaviors, complex business rules, and historical system constraints. • Strategic Mapping: Translate technical findings into a clear map of business capabilities, ensuring no critical logic is lost during transition. • Migration Strategy: Serve as the lead architect defining the migration path from the legacy RPG system to our future platform. • Close Collaboration: Work closely with our legacy systems subject-matter expert (SME). This role requires periodic on-site collaboration in Minnesota to facilitate deep knowledge transfers and system audits.

• Lead and manage a team of Technical Support Agents (chat & email). • Monitor team performance and provide regular feedback, coaching, and mentoring. • Ensure high-quality customer interactions with clear and accurate communication. • Handle customer escalations and resolve complex technical issues. • Ensure adherence to SLAs, response time, and resolution targets. • Manage and prioritize team workload and support queues effectively. • Assist team members in troubleshooting and resolving customer issues. • Collaborate with cross-functional teams for issue resolution. • Conduct quality audits and ensure compliance with SOPs. • Identify process gaps and drive continuous improvement initiatives. • Track key performance metrics (CSAT, productivity, SLA adherence). • Prepare and share performance reports with management.