• Own first-line triage for partner integration issues across Ramps, Commerce, Swaps, and Iron - diagnosing API errors, signature failures, webhook issues, and widget bugs, and coordinating resolution with Engineering and Payments Ops. • Support each partner’s technical integration from sandbox testing through launch and into production - translating requirements into integration plans covering API, SDK, webhook, and widget paths. • Conduct pre-go-live reviews to verify acceptance criteria compliance, disclaimer implementation, and integration quality ahead of partner launches. • Investigate volume anomalies flagged by Payment Ops - trace root causes across integration changes, traffic shifts, and configuration issues. • Support technical discovery and demo calls for both engineering and business audiences alongside senior SEs and the Partnerships team. • Write integration runbooks, partner-specific guides, and FAQ documentation to reduce repeated inbound support and help partners self-serve. • Relay partner technical feedback into structured themes for Product and Engineering roadmap input, and participate in infra change communications to partners. • Manage partner API keys, sandbox accounts, and test environments; contribute to internal tooling and developer documentation improvements.

• 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