• Analyzing customer interactions using Verint’s Speech Analytics technology • Identifying behavioral trends, operational inefficiencies, compliance risks, and improvement opportunities • Maintaining categories, keyword libraries, and search queries • Validating findings, identifying root causes, and quantifying business impacts • Creating analytical narratives, incident summaries, and business cases • Utilizing advanced analytical techniques and reporting methodologies • Monitoring call activity near real-time for trends and issues • Presenting findings, observations, and recommendations to leadership

• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Train and onboard new CSRs • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned

• Analyze, manage and delegate daily workflow to and from external vendors • Analyze and ensure vendor accuracy by reviewing and consolidating work product • Communicate regularly with department leaders, subject matter experts, and quality teams • Ensure adherence of regulatory and compliance mandates • Work with Information Technology to define business requirements • Administer daily oversight and resolution of issues affecting vendor user system access • Participate as a liaison between department leaders and vendors • Maintain accurate documentation of assigned and completed vendor work • Identify new opportunities for vendor engagement

• Serve as the primary administrator for enterprise contact center platforms and communication technologies. • Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks. • Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors. • Maintain system documentation and ensure technology configurations align with operational requirements. • Evaluate platform enhancements and recommend improvements to increase efficiency and user experience. • Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences. • Manage call routing logic to ensure patients reach the appropriate department, practice, or resource. • Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction. • Test and validate routing changes prior to deployment. • Administer enterprise digital fax systems and workflows. • Manage fax routing, user access, integrations, and troubleshooting activities. • Monitor system performance and ensure reliable delivery and receipt of patient documentation. • Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies. • Develop, maintain, and distribute enterprise call reports and KPI dashboards. • Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms. • Develop training guides, standard operating procedures, job aids, and technology documentation. • Support contact center operations across multiple practices and geographic regions.