The Manager, Travel Technologies, is responsible for leading travel technology initiatives, developing and implementing processes for advisor-facing products, overseeing the primary Global Distribution Systems (GDS) Sabre, Travelport+, and Amadeus, managing the Mid Office support team, and handling travel technology projects. This role also supports agents and internal departments in resolving issues that affect multiple points within projects and operations. Oversee the Mid-office GDSX Compleat and Travel Technology team. Manage and support key applications including ClientBase, Booking Builder, Travelport, Sabre, and Concur Compleat/GDSX. Implement and support any additional agent-facing travel products required by Global Travel Collection (GTC) Travel Technology. Collaborate with GTC Training for advisor facilitation on GTC products. Supervise the Support Desk to ensure Service Level Agreements (SLAs) are met by monitoring team responses and running regular reports. Train, motivate, and coach team members to provide efficient customer service, set achievable goals, and monitor progress. Lead and manage travel technology projects as assigned by leadership. Manage development of business requirements, quality assurance testing, and deployment of enhancements and new product functionalities. Collaborate across departments to ensure efficient processes and report errors or issues. Evaluate and escalate issues to IT and Operational teams as necessary. Continuously improve communication procedures and channels to ensure relevant information is delivered to agents and support teams. Create documentation and develop operational processes to streamline procedures.

• Conduct thorough research on underserved and emerging market sectors • Analyze industry trends, competitor activities, and potential customer needs • Prepare compelling and data-driven reports, presentations, and dashboards • Monitor, evaluate, and report on emerging technologies, policy changes, and industry trends relevant to APM’s strategic interests

About OpenLoop OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About The Role OpenLoop is looking for an Amazon Connect Systems Engineer (AWS) to join our team remotely. In this role, you will be responsible for managing and evolving the platforms that power our customer conversations across phone, SMS, chat, and email. You’ll own the configuration and performance of systems like Amazon Connect, Twilio, and Zoho Desk, ensuring seamless communication across the customer journey. This role is equal parts systems administrator, business partner, and strategist—you’ll configure workflows, optimize experiences, troubleshoot issues, and help us explore new tools that support our growth. What You’ll Do: - Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms. - Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations. - Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability. - Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery. - Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels. - Manage access, roles, hours of operation, and permissions across platforms. - Build and maintain dashboards to track system KPIs, agent performance, and customer interactions. - Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs. - Proactively identify friction points and implement system or process solutions. - Collaborate with operations and product teams to identify communication pain points and opportunities. - Lead evaluations of new platforms or integrations that improve communication workflows. - Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications. - Maintain documentation on system architecture, configuration, SOPs, and troubleshooting. - Ensure all systems are configured with scalability, security, and compliance in mind. - Other duties as assigned. Who You Are: - Bachelor’s degree in Computer Science, Information Systems, or a related field. - 3-5 years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk) - Working knowledge of telephony fundamentals (SIP trunking, PSTN routing). - Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations). - Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email). - Strong understanding of contact center and customer service operations. - Experience building dashboards and reports using native tools or BI platforms. - Familiarity with APIs and integration principles. - Self-directed, curious, and collaborative mindset. - Excellent written and verbal communication. - Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk) - Knowledge of AWS tools like Lambda, EventBridge, and IAM. - Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures. - Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications. - Background in evaluating or implementing new communication platforms. Our Benefits In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more Our Company We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.

About Us: PUNCH Cyber Analytics Group (PUNCH) is a Virginia-based, small business founded in 2012 operating as a cohesive team that incorporates the sum of our group’s diverse skills, talents, and resources toward our collective passion: advancing data analytics to impact cyber operations. PUNCH is a two-time Inc. Magazine ‘Best Workplaces’ awardee offering unique benefits and personal touches to provide a positive work-life experience for our team. PUNCH brings unique qualifications, resources, and past-performance that make us suitable to address the goals of our diverse customer-base. Further, we have past and current experience supporting cyber operations and cyber ML-based research, with well over 100 years of collective experience from our collaborative, multi-disciplinary team.