• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment. • Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations. • Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform. • Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems. • Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment. • Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively. • Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization. • Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform. • Participate in on-call rotations to support critical system functions outside regular business hours as needed. • Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients. • Promotes standards and procedures. • Manage domestic and international telecommunications vendors. • Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts. • Manage contact center reporting and other related tasks. • Configuration, administration,and maintenance of the RightFax platform. • Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues. • Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting. • Other tasks as required.

• designing, implementing, and validating Adobe Real-Time CDP solutions • building and maintaining data and identity foundation • configuring RTCDP components • implementing ingestion pipelines • mapping data to appropriate XDM classes • building and maintaining RTCDP segments • collaborating with cross-functional teams

• Design, integrate, and test RF front end design & subsystems supporting EMSO and EW sensing, including antennas, RF front-end components, and software-defined radios (SDRs). • Develop RF architectures that enable wideband spectrum awareness, direction finding, and spectrum agility across VHF, UHF, and lower SHF bands. • Work with external vendors and partners to specify, evaluate, and validate custom RF components or subsystems when required to ensure Forterra’s systems can support a wide array for tasks. • Rapidly prototype RF systems using commercial off-the-shelf (COTS) or government off-the-shelf (GOTS) components, balancing speed, performance, and system maturity. • Perform RF field testing, system demonstrations, experimentation, and validation. • Collaborate with electrical and mechanical engineers to integrate RF hardware into autonomous vehicle platforms, considering antenna placement, grounding, shielding, and enclosure considerations. • Diagnose and resolve RF performance issues including interference, data rate/bandwidth limitations, and RF chain degradation in real-world environments.

• Customer Engagement: Work alongside Energy Advisors and vSEM coaches to analyze customer load profiles and find low / no-cost curtailment strategies that align with specific business operations at each facility. • Analyzing interval energy use data and working with customers to discover energy efficiency opportunities will also be a regular component of this role. • Technical Resource Development and Training: Contribute to research and documentation to help shape internal resources and best practices for technical engagement. • Monitor the performance of Energy Advisors, collaborating with the Technical Team manager to identify training needs and opportunities for professional development. • Measurement and Verification (M&V): Partner with the internal M&V team to evaluate and communicate performance results of both peak shaving and energy use reduction. • In some cases, this would include assisting Energy Advisors and vSEM Coaches with resolving technical issues with the customer. • Training and Professional Development: Learning & training on additional technical skills to prepare to be a dynamic contributor to other programs outside of vSEM.