• Use AI to create new player experiences that wouldn’t be possible otherwise • Build and ship mobile game features in Unity (C#) for iOS and Android, including gameplay mechanics, onboarding flows, monetization experiments, and live-ops systems • Prototype and launch new game ideas quickly, moving from concept to playable builds in weeks, not months • Design and build AI-powered gameplay and product features, including content generation, personalization, and AI-driven mechanics • Design and implement AI systems and pipelines, including RAG, embeddings, tool use, and agents • Optimize AI systems for cost, latency, and scalability, including token usage, caching, and model selection • Develop and maintain backend systems for live games, including leaderboards, events, A/B testing infrastructure, and cloud services (GCP/Firebase) • Collaborate closely with designers and analysts to interpret player data and turn insights into gameplay improvements • Own the full lifecycle of your features, including implementation, analytics instrumentation, debugging, and performance optimization • Review code and maintain high engineering standards, including AI-generated code

• Design automations that eliminate manual work for AEs and SDRs • Build and maintain integrations across Salesforce and adjacent GTM tools • Improve lifecycle workflows that support complex deal cycles • Raise the bar on data quality, enrichment, and system reliability • Build and optimize outbound workflows across CRM, sequencing, enrichment, and data tools • Translate ICP and vertical strategy into account selection and prioritization systems • Create scalable outbound motions that generate qualified enterprise pipeline • Continuously test and improve routing, segmentation, and engagement logic • Identify bottlenecks in pipeline creation and deal execution • Build dashboards that surface leading indicators • Partner with Enablement to ensure systems reinforce how we want to sell • Work deeply in Salesforce and modern GTM tooling • Use APIs, automation platforms, and light scripting where needed • Evaluate new tools pragmatically, with scale and maintainability in mind.

• Develop, test, and maintain modern web applications using current front-end frameworks and technologies. • Translate UI/UX designs and product requirements into high-quality, responsive interfaces — including automation-facing UIs that surface workflow status, task orchestration, and human-in-the-loop decision points. • Collaborate with Product Owners and backend engineers to deliver seamless and functional user experiences. • Write clean, reusable, and testable front-end code, including unit and integration tests (e.g., Jasmine, Karma). • Troubleshoot and debug complex front-end UI issues to ensure optimal performance and usability. • Define and enforce front-end coding standards and architectural patterns across the team. • Design, build, and maintain scalable microservices and APIs using Python, TypeScript, and other modern backend languages and frameworks. • Develop and manage RESTful APIs and microservices that support front-end applications, internal systems, and automated workflows. • Build and manage cloud-native infrastructure on AWS, including Lambda functions, event-driven architectures, and integrations with AWS services such as Amazon Bedrock for AI and automation use cases. • Design and implement agentic workflow integrations, including orchestration logic, event-driven triggers, and connections to automation platforms such as Power Automate. • Write robust backend unit and integration tests. • Lead efforts to identify and address performance issues, scalability concerns, and technical debt. • Actively participate in all Scrum ceremonies, including sprint planning, daily stand-ups, reviews, and retrospectives. • Serve as a technical leader and mentor to SE1, SE2, and SE3 engineers through code reviews, pairing, and coaching. • Contribute to architectural decisions, technical roadmaps, and cross-team technical standards. • Own and enforce security best practices across the engineering team; lead security reviews and threat modeling for new systems and major changes. • Lead on-call rotation; own incident response from detection through resolution and retrospective, and drive systemic improvements to prevent recurrence. • Own comprehensive technical documentation for all systems and architectures within your domain, and set documentation standards for the broader team. • Collaborate cross-functionally to deliver functional, performant, and secure end-to-end solutions. • Partner with Product Owners and stakeholders to clarify requirements, manage scope, and drive delivery. • Works with manager to set and pursue quarterly development goals. • Live and model Trinity's Core Values in daily work. • Participate in special projects and handle all other assigned duties as required.

Role Description The Universal Agent is a dynamic, cross-functional role focused on delivering exceptional customer experiences across multiple lines of business. This position combines the responsibilities of a Retention Specialist with broader Customer Service capabilities to provide comprehensive support. Universal Agents manage customer interactions across phone, email, and chat channels with professionalism and empathy. They diagnose and resolve moderately complex issues independently, minimizing transfers and ensuring timely solutions. When escalations occur, they handle them effectively to maintain trust and satisfaction. By applying retention strategies, Universal Agents strengthen relationships, reduce churn, and promote loyalty. They also engage in proactive outreach initiatives, including follow-ups and retention campaigns, to enhance customer engagement. Leveraging strong communication, active listening, and problem-solving skills, they consistently deliver accurate and courteous service. Universal Agents utilize contact center tools and adhere to performance standards to ensure operational efficiency and compliance. - Deliver cross-functional support across DIY, Assisted, and Retail lines of business and multiple communication channels (phone, chat, email, social), applying broad product and service knowledge to minimize transfers and ensure seamless client experiences. - Independently manage and resolve moderately complex and Tier-2 escalations, including complaints, product defects, pattern/root-cause identification, and coordination with support teams as needed. - Communicate proactively with clients throughout the case lifecycle, provide status updates, complete follow-ups related to open issues, and ensure timely case closure. - Utilize knowledge base and internal systems to research, resolve, and document client issues accurately. - Apply retention strategies to strengthen client relationships, reduce churn, and promote loyalty through solution-focused conversations and trust-building behaviors. - Conduct outbound proactive outreach, including satisfaction checks, follow-ups outside active cases, and participation in targeted retention or engagement campaigns. - Support team collaboration through training participation, mentoring new associates as needed, contributing to process improvements, and providing feedback to enhance knowledge base content and cross-functional workflows. - Adhere to performance, quality, and compliance standards while effectively utilizing contact-center systems, tools, and documentation protocols. Qualifications - High school diploma or equivalent. - Previous experience in a contact center or customer service role. - Excellent verbal and written communication skills are essential. - Familiarity with relevant software and systems, such as Microsoft Office. - Strong attention to detail to accurately gather and document information. - Ability to handle complex situations and resolve issues efficiently. - Ability to remain calm and empathetic when dealing with upset clients. - Capability to work independently and meet set goals, in a remote work environment. Requirements - Familiarity with Customer Relationship Management (CRM) software. - Familiarity with Knowledge Base systems or the use of online repositories. Benefits - Competitive compensation and benefits to support your health and well-being. - Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage. - Participation in the H&R Block Retirement Savings Plan (401(k) Plan). - Access to the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program. - Automatic enrollment in Business Travel Accident Insurance. - Receive Associate Tax Prep benefit. Company Description Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey.