• Design, implement, operate, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, agent, workflow/call flow design, agent, and queue configurations. • Design, implement, and optimize enterprise Cisco Webex Contact Center environments, including voice, routing, IVR, workflows/call flows, agent, and queue configurations. • Design and implement Webex Contact Center workflows and customer interaction journeys using Flow Designer, including call flows, routing logic, and IVR orchestration. • Lead or support modernization initiatives across Cisco UC and Webex Contact Center, including routing strategy design and legacy-to-cloud migrations. • Develop and advance automation for deployment, provisioning, recovery, monitoring, and repeatable workflows to reduce manual effort and improve reliability. • Partner with engineering, application, and operations teams to translate technical and customer requirements into scalable, resilient service architectures. • Establish observability practices and own reliability outcomes—monitor service health, perform root cause analysis, and drive systemic improvements to improve platform stability. • Design for resilience by modeling failure scenarios, validating recovery strategies, and supporting integrations across Cisco, Webex, CRM, and enterprise ecosystems. • Contribute to future-state architecture by bringing awareness of broader UCaaS and CCaaS platforms while maintaining Cisco/Webex as the core production environment.

Role Description - Ensure DevOps processes run efficiently through tools, configuration, and automation. - Plan, execute, monitor, control, and close non-trivial projects within the PMI framework. - Manage project scope, communications, resources, costs, schedules, risks, quality, and stakeholders. - Work with developers, QA, and business analysts to promote best-in-class user experience. - Lead architectural conversations and guide teams toward efficient technical solutions. - Maintain software security standards aligned with SOC 2 Type II controls. - Support early-life maintenance, enhancements, escalations, and information requests. - Identify and implement incremental improvements to DevOps processes and the FinFit platform. - Guide responsible AI adoption across the software development lifecycle. Qualifications - Bachelor’s degree in Computer Science or a related field. - 10+ years of project and/or software development management experience. - Extensive management experience leading Microsoft stack developers. - Strong technical knowledge of mobile environments and Microsoft full-stack development. - Strong knowledge of Azure DevOps, SQL Server, ASP.NET, iOS/Android, C#, Visual Studio, Git, IIS, and JavaScript frameworks. - Fluency across all DevOps stages: code, build, test, release, operate, monitor, and analyze. - Mature execution of Agile methodologies and similar frameworks. - Ability to manage evolving requirements across multiple levels of detail. - Ability to lead several concurrent complex projects with aggressive deadlines. Requirements - PMP and/or Agile certification. - Offshore technology team management experience. Benefits - Great Place To Work certification. - A company with more than 15 years of experience. - Work with world-class clients and long-term projects. - English scholarships for an external institute. - English classes with company teachers. - State-of-the-art tools and resources. - Certifications for your professional growth. - Recreation and leisure activities. - Compliance with the regulations and labor rights of your region. Company Description AssureSoft is a multinational software development and information technology company providing strategic consulting, technology services, and outsourcing business processes. We work to innovate and create quality software with motivated, passionate, and qualified teams that develop in an environment of professional, stable growth and continuous learning. Inclusive Opportunities for Every Talent. At AssureSoft, we believe that true innovation is born from diversity—of ideas, experiences, and perspectives. That’s why our hiring practices are inclusive and reflect a firm commitment to equity and equal opportunity. Here, every person—regardless of origin, gender, orientation, or beliefs—finds a space to grow, contribute, and be valued not only for their talent, but also for who they are.

• Own and resolve incoming tickets in Zendesk and FAC systems. • Acknowledge support requests within SLA (1 hour). • Collect logs, crash traces, and reproduction steps for investigations. • Validate engineering updates, apply fixes, and confirm resolution. • Create and manage trial teams in FAC during POVs. • Own technical setup during trials and handle support tickets. • Escalate complex issues to engineering only after thorough investigation. • Manage assigned customer accounts post-onboarding. • Keep customers aligned to current Appdome engines and best practices. • Track health in Totango, aiming for portfolio health above 90%. • Drive CSAT engagement, requesting reviews and targeting 100% satisfaction. • Partner with Enablement for onboarding and actively participate in customer go-lives.

Role Description The Designated Consulting Engineer is responsible for the trend review, advisory and future state activities which enhance a customer’s overall IT maturity. - Assist in the development of the customer’s strategic IT roadmap - Identify technologies and professional services opportunities for inclusion within customer IT roadmap - Act as the trusted partner between the client, Synoptek Client Advisors, and Project Team - Maintain ongoing interaction with customer to reinforce relationship - Participate in ongoing customer consultation meetings - Prepare and distribute monthly DCE reports - Resource augmentation to standalone professional services engagements - Identify and categorize risks or points of failure This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice. Qualifications - College degree in related field from an accredited college or university - In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa Requirements - Customarily has at least 5 years of experience with on-premises components such as servers and workstations - Experience with Windows Server and Microsoft Active Directory - Experience with hypervisors such as Microsoft Hyper-V and VMWARE ESXI - Experience with Microsoft Office 365 - Experience with Azure Active Directory - Experience with Microsoft DNS Skills/Attributes - Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses - OwnIT: Shows integrity, innovation, and accountability in completing daily assignments - Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals - Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment - Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative Working Conditions We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results. - Work is performed primarily in an office or remote environment; final location is subject to business need - May be subject to time constraints and tight deadlines - May require occasional travel Salary Range The anticipated base range for this role is $104,000-$128,000 with a median of $152,375. Actual compensation is impacted by a number of factors including, but not limited to, skill set, level of experience, specific work locations and any potential licenses and certifications required for that role. This role is eligible to receive a comprehensive benefits package including medical, dental, and vision insurance, paid time off, and retirement contributions. EEO Statement We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.