• Define and drive the multi-year technical strategy for the GTM Experiences LOB, ensuring alignment with company goals and long-term customer experience outcomes. • Lead architectural direction for critical platform capabilities that support customer and agent experiences, including contact center infrastructure, AI-assisted support systems, internal agent tooling, onboarding and activation systems, product-led growth experiences • Evaluate and de-risk major technical investments such as platform migrations, vendor integrations, and large-scale architectural changes. • Ensure that systems across onboarding, support, and growth operate as a cohesive, extensible platform rather than disconnected point solutions. • Partner with product, design, Care, Onboarding, and Growth leadership to translate strategic goals into scalable technical solutions that improve outcomes and operational efficiency. • Establish architectural principles and engineering standards that support long-term platform scalability, flexibility, and velocity. • Provide technical leadership and mentorship to senior engineers, helping raise the overall engineering bar across the GTM Experiences organization. • Influence technical direction across multiple teams and functions, aligning stakeholders around shared platform decisions and long-term strategy. • Leverage cutting edge AI tools to enhance your development workflow, improve velocity, and help pioneer new approaches to building - contributing to a culture of innovation and productivity across the team.

• Develop features for front-end applications using Vue.js and TypeScript. • Build back-end solutions in PHP with Laravel, focusing on efficiency and scalability. • Maintain and improve existing systems developed in PHP with Laravel. • Participate in MySQL database administration and optimization. • Integrate systems using asynchronous messaging (e.g., RabbitMQ) to improve data flows. • Implement in-memory caching solutions with Redis. • Collaborate with cross-functional teams (UI/UX, QA, DevOps) to define requirements and enhance delivery. • Participate in code reviews to ensure development quality and effectiveness.

• Design, develop and maintain scalable web applications, working on both frontend and backend • Lead technical decisions and define architectures (modular monoliths, microservices, REST/GraphQL APIs) • Develop and maintain robust backend services using Node.js/NestJS, ensuring performance and security • Implement and manage caching strategies (Redis, CDN, distributed cache) to achieve high performance • Create and integrate internal and external APIs, ensuring data consistency and reliability • Work with distributed systems and messaging (Pub/Sub, queues, asynchronous processing) • Ensure code quality through automated testing, code reviews and best practices (SOLID, Clean Architecture) • Collaborate with product, design and engineering teams to define and deliver solutions • Monitor applications using observability tools (logs, metrics and tracing) • Enforce security best practices, authentication and data protection • Mentor less experienced developers and act as a technical reference within the team • Document architectures, flows and technical decisions

• Implement robust measurement and observability. • Build video recording pipeline for T&S and user experience • Develop initial seller tools for enhanced livestream interaction. • Advance our video features for flawless user experiences. • Inform long term video strategy including framework success criteria and creation • Lead the innovation in seller tools, enabling peak streaming performance. • Evaluate and onboard new video providers.