• Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment. • Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions. • Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions. • Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center. • Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission. • Assist with development and implementation of technology-related policies. • Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment. • Create detailed documentation for the purpose of support and maintenance of the contact center platform. • Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology. • Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc). • Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team. • Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives. • Other relevant tasks, duties, or special projects as assigned.

• Assist various network and AI cluster support teams in reproducing, resolving, and root causing sophisticated customer issues • Work with NVIDIA R&D teams to rapidly develop bug fixes, workarounds, and solutions for customers using NVIDIA’s network technologies • Work directly with customer engineers on live triage of critical and high-profile issues • Become an authority in NVIDIA Spectrum-X networking used in AI clusters • Develop support and analysis tools to help analyze and root cause field issues • Daily use of ground breaking AI tools for software development, log and trace analysis, and source code debugging • Spend a portion of time working directly within an R&D team developing core software • Occasional work on weekends or holidays to support critical customers

Role Description This role resides within the Advanced Technology Center (ATC) Solutions Development Security team. The Technical Solutions Architect – Microsoft Security serves as the architectural authority for Microsoft security solutions, responsible for evaluating, designing, and guiding cybersecurity architectures that support WWT's integrated lab environments, learning content, and customer engagements. The role blends hands-on architecture design, strategic technical leadership, and cross-functional collaboration to ensure architectural integrity across identity, threat protection, cloud security, SIEM/SOAR, and compliance domains. The architect will work closely with ATC engineers, domain architects, and OEM partners to deliver scalable, real-world security solutions aligned with Zero Trust principles and enterprise best practices. The ideal candidate will demonstrate deep expertise in Microsoft security platforms, strong architectural governance skills, and the ability to translate complex business challenges into secure, scalable technical solutions. Responsibilities: - Serve as architectural authority for Microsoft cybersecurity solutions across ATC initiatives - Define and maintain reference architectures, design standards, and best practices for Microsoft security platforms - Lead the design of complex, multi-domain architectures spanning identity, endpoint, cloud, data protection, and SOC operations - Architect solutions across Microsoft security domains including Entra ID, Defender XDR, Microsoft Sentinel, Defender for Cloud, and Microsoft Purview - Contribute to the development of team roadmaps and activities, influencing and driving the strategic direction of the team - Ensure architectural alignment with Zero Trust principles, enterprise scalability, and security standards - Design architectures supporting hybrid and multi-cloud environments, with Azure as a primary platform - Lead development and validation of hands-on labs, learning paths, and solution content for publication - Review and approve architecture designs to ensure technical accuracy and operational relevance - Lead consultative workshops focused on multi-domain architectures, engaging stakeholders to drive technical understanding - Translate complex technical topics into clear business outcomes, ensuring alignment between technology strategy and organizational objectives - Collaborate with ATC engineers, Sales, Services, and OEM teams to support customer engagements - Partner with cross-domain architects to deliver integrated security architectures - Contribute to internal thought leadership, documentation, and technical enablement initiatives - Participate in communities of practice as a Microsoft cybersecurity subject-matter expert - Up to 10% domestic travel required Qualifications - A minimum experience of 15 years' progressive experience in a related field - Identity & Access Security (Entra ID, Conditional Access, PIM, identity governance) - Threat Protection (Microsoft Defender XDR ecosystem) - SIEM & SOAR architecture (Microsoft Sentinel, KQL analytics, automation) - Cloud & hybrid security design (Defender for Cloud, Azure network security controls) - Compliance and data security (Microsoft Purview, DLP, insider risk management) - Experience leading and inspiring teams, drive results, and foster a culture of excellence are preferred, but not required - Extensive ability to perform concurrent tasks in complex environments and adjusting priorities - Ability to develop and execute strategic plans that align with organizational goals and market trends - Extensive experience in organizing resources, establishing priorities, and leading security initiatives and projects - Must have excellent communication skills, writing skills, and the ability to work with team members at all levels - Security and other certifications are preferred, but not required Requirements - Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $160,000.00 to $180,000.00 annually. - Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. - The range for this position in other geographic locations may differ. - Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay. Benefits - Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program - Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement - Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement - Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

Role Description This leadership role directs the pre-sales and technical solutions function for the organization’s Education Technology (EdTech) products and services, aiming to support revenue growth, customer success, and product innovation across K–12, Higher Education, and Strategic/Professional Education markets. The leader is responsible for building, managing, and mentoring a high-performing Solutions Engineering team while actively supporting strategic sales opportunities and complex customer engagements. This position acts as the primary liaison, bridging Sales, Product, and Customer Success teams to design scalable, secure, and impactful solutions for education customers. Key Responsibilities - Leadership & Team Development: - Build, lead, mentor, and coach a team of Solutions Engineers, fostering a culture of excellence and continuous learning. - Define the solutions engineering strategy aligned with company revenue goals. - Establish best practices for technical evaluations, discovery, solution design, and product demonstrations. - Manage capacity planning, resource engagement prioritization, and hiring for the team. - Strategic Sales & Customer Engagement: - Partner with Sales team to provide technical sales support for strategic and enterprise opportunities. - Lead high-complexity customer discussions, conducting detailed needs assessments to translate business requirements into compelling technical solutions. - Oversee or personally execute executive-level product demonstrations, technical/strategic presentations, and proof-of-concepts/pilot programs. - Solution Development & Technical Expertise: - Develop a deep understanding of customer environments, pain points, and success criteria. - Develop value-based solutions aligned to customer use cases. - Solutions must address key education requirements and technologies, including LMS platforms, data integrations and APIs, and compliance with data privacy standards. - Master both front-end and back-end product knowledge, serving as a Subject Matter Expert (SME) to internal and external stakeholders. - Cross-Functional Collaboration: - Partner with Product teams to communicate customer requirements, market needs, and field feedback to help shape the product roadmap, product content resource generation, and feature prioritization. - Collaborate with Customer Success and Onboarding teams to ensure seamless handoffs from pre-sales to implementation and guarantee strategic customer success. - Coordinate and design inter-departmental processes to address complex workflow scenarios reducing barriers for execution of charters. - Operational Excellence: - Develop, track, and report on key departmental metrics, including technical win rate, sales cycle length, impact on revenue growth, and team performance. - Improve solutions engineering processes, tools, and technical documentation. - Implement and manage demo environments and solution architectures. Qualifications - Experience: - 6–12+ years of progressively responsible experience in Solutions Engineering, Sales Engineering, Technical Consulting, or Solution Architecture. - 2–5+ years of demonstrable team leadership or management experience. - Experience in Education Technology (EdTech), SaaS, or enterprise software. - Technical Knowledge: - Strong understanding of the EdTech ecosystem technologies. - Proven ability to design and architect effective solutions to complex technical problems. - Familiarity with education data standards. - Skills: - Exceptional written and verbal communication and presentation skills, with the ability to tailor messaging across technical and executive audiences. - Demonstrated strategic mindset with the ability to connect technical solutions to overarching business objectives. Requirements - Technical leadership - Strategic thinking - Solution architecture - Pre-sales strategy - Customer-centric mindset - Executive communication - Team development and coaching - Cross-functional collaboration - Problem solving Preferred Qualifications - Demonstrated experience working with Artificial Intelligence technologies, including generative AI, machine learning, or data-driven automation solutions. - Experience with CRM systems (e.g., Salesforce) and demo platforms. - Technical background/understanding in software engineering, IT, or systems architecture. - Bachelor’s degree in Computer Science, Engineering, Information Systems, Education Technology, or related field. Success Metrics - Revenue influenced by Solutions Engineering - Technical win rate - Sales cycle length reduction - Customer satisfaction during the pre-sales process - Team performance and growth Work Environment - Remote with occasional travel required for customer meetings, conferences, and on-site presentations. Reporting Structure - Reports to Vice President, Revenue Operations Additional Information - The expected annual base salary range for this position is: $150,225/year to $250,375/year. - This position is bonus eligible / commission-based. - Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution Our Mission To ensure the integrity of global education and meaningfully improve learning outcomes. Our Values - Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do. - Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe. - Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors. - Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard. - One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes. - Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world. Seeing Beyond the Job Ad At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team! Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.