• You will assist with integrating our solutions into customers’ IT environments and progressively develop into an expert in IT security, mobile communications, and alarm management and workflow solutions • You will actively participate in customer projects related to telecommunications and network infrastructure, personal safety systems, as well as server installations and software applications • Together with experienced colleagues you will support planning, installation, commissioning and handover of our Ascom platforms and solutions • You will assist with configuring and adapting IT systems and software solutions according to customer requirements • You will take part in diagnosing and resolving system faults—via remote access or on site at the customer • You will support maintenance tasks, updates and ongoing customer environment management • You will document your work thoroughly and assist with project and system documentation • You will work closely with system engineers, project managers, sales and other departments and continue to develop your skills • You will report project progress, identify risks early and escalate when necessary

• You integrate our solutions into the IT landscapes of our customers and become the expert for IT security, mobile communication, workflow and alarm management solutions, and applications for process optimization. • You implement customer projects in telecommunications and network infrastructure, personal protection systems, as well as server installations and software applications. • You design, plan and support our customers in the commissioning and operation of our Ascom platforms and solutions within their IT, server and network infrastructures. • You support and advise our customers on connecting process systems and applications, integrating applications to optimize alarm management, and configuring customer-specific IT systems and software solutions. • You work very closely with Sales, Solution Design, Workflow Consultants, Project Managers and other areas to develop and implement complex projects end-to-end.

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that. But we're going further. Over 75,000 providers across all 50 states run their practice on our software, serving over 1 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale. We aren't just a billing layer; we are becoming the platform where care actually happens. We're a Series D company with $325M+ in funding (a16z, Accel, Spark Capital, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better. About The Role Every month, hundreds of thousands of patients and providers interact with Headway's support systems. Today, those interactions move through a patchwork of tools and configurations that weren't built to scale with us — and as we scale our operations and embed AI across the agent workspace and customer experience, we need someone to own how it all comes together. As CX Systems Lead, you'll own the platform behind Headway's customer experience. You'll shape how our voice and chat systems route, how our AI tools augment our agents, and how the data tells us what to fix next. You will design and configure CX systems, deploy the AI tooling that lives inside it, and establish the feedback loops that connect support insights to the rest of the company. You will: - Own the voice platform from the CX side — configure and continuously evolve IVR design, intelligent routing, queue management, and voice bot logic. Partner with engineering on the platform migration and underlying integrations. - Operationalize AI across the agent workspace — deploy, configure, and tune the AI tooling that augments our agents (agent assist, auto-summarization, suggested responses, intelligent triage). Drive adoption rigorously and measure what's actually moving the needle. - Configure and scale the broader CX tech stack — Zendesk, CRM, QA, WFM, and the integrations that connect them; translate business requirements into scalable configurations that hold up as we grow. - Run technical programs end-to-end — from scoping and vendor alignment through deployment and post-launch measurement. Build the business case for new investments and shepherd improvements from idea to production. - Own CX systems performance and reporting — design the dashboards that track what matters (routing accuracy, AI tool utilization, deflection, system uptime), and turn the data into the next system change rather than the next report. - Be the connective tissue across CX, Product, Engineering, and IT partners — represent CX systems in cross-functional initiatives, surface gaps proactively, and be the go-to operational expert on voice, AI tooling, and CX configurations. You’d be a great fit if… - You have 4+ years across CX systems, CX operations, contact center platform, or technical CX program management — and are comfortable picking up new tools, integrations, and configurations as the stack evolves. - You've configured and optimized a voice/CCaaS platform from the operational side — AWS Connect, Genesys, Five9, Twilio, NICE, or similar — including IVR design, intelligent routing, and voice bots. - You're operationally minded but build-oriented — you ship through configuration, low-code, and well-scoped specs. - You're AI-native in a CX context. You've deployed agent assist, auto-summarization, chat/voice AI, or similar tooling. - You're an analytical and creative problem solver: you dig into root causes — using Hex, SQL, Looker, Tableau, Metabase, or similar — quantify impact, and build solutions elegant enough to scale. - You thrive in ambiguity and move fast without sacrificing quality — you know when to ship a "good enough for now" configuration and when to wait for the right architecture. - You communicate clearly to both technical and non-technical stakeholders, and know how to influence without formal authority. - Bonus: experience in healthcare, insurance, or other regulated industries with complex customer interactions; experience migrating between contact center platforms. Compensation and Benefits: The expected base pay range for this position is $105,280-$146,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level. We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential. - Benefits offered include: - Equity compensation - Medical, Dental, and Vision coverage - HSA / FSA - 401K - Work-from-Home Stipend - Therapy Reimbursement - 16-week parental leave for eligible employees - Carrot Fertility annual reimbursement and membership - 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st - Flexible PTO - Employee Assistance Program (EAP) - Training and professional development We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. Headway participates in E-Verify. To learn more, click here. A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers. Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.

Role Description This Channel SE Strategic Initiative for Southern Europe is a strategic role that sits at the intersection of partner improvement, delivery quality and revenue growth. Working across the full partner lifecycle with in-country Channel team, this position will focus on Partner improvement in compliance with the new "Engage Beyond" partner program. This position will drive a program designed to drive measurable improvements in partner delivery maturity on top of Channel Team, support health and install-base hygiene, increasing renewal rates, upsell ARR and partner autonomy across the region. - First mission is to manage QPR to selected partner in the region and to provide framework to CAM/Channel SE: - Own the Quarterly Partner Review (QPR) for each assigned partner, running sessions distinct from the CAM quarterly cycle. - Score partners quarterly across three delivery pillars: time-to-deliver, best-practice compliance and customer satisfaction. - Apply the RAG scoring model (Green ≥ 80 / Amber 60–79 / Red < 60) and trigger appropriate interventions automatically. - Track partner scores over a rolling four-quarter window and communicate band changes with supporting data. - Second mission is to support Channel team in the region about data provided by TAC Management about install-based weakness (Products without Forticare, EOS, EOL…). Expected outcomes and revenue growth: - Focus on unsupported products in the field, expect several millions of Forticare. - Improve tech refresh. - Reduce time to install and project registration to improve upsell and shortcut pipeline creation. Qualifications - 5+ years in channel, partner success or post-sales roles within a technology or networking vendor. - Demonstrable experience owning partner QBR or review cadences with measurable outcomes. - Strong analytical capability — comfortable building and interpreting multi-source scorecards. - Track record of driving delivery quality improvements through partner coaching and structured programs. - Fluent in English plus at least one of: Spanish, Italian or French. - Ability to manage multiple partner relationships simultaneously with local Channel team across different maturity levels. - Experience with Fortinet security portfolios. Requirements - Knowledgeable in Partner delivery process. - Familiarity with SFDC and data analytics. - Background in managed services or channel program management. - Experience with firmware lifecycle management or install-base analytics tools.