• Manage the technical aspects of integrating Talkdesk platform with our enterprise systems. • Map the business requirements into contact center architecture, design intelligent call routing, IVR, and omnichannel flows. • Design and build custom integrations using Talkdesk REST APIs, webhooks, and Integration Builders. • Configure and/or optimize intelligent routing, virtual agents, and agent-assistance tools to streamline customer journeys. • Design and/or optimize Talkdesk flows, omnichannel routing, and call-data. • Lead the deployment of advanced AI features of Talkdesk. • Ensure customer data, contact logs, and interaction history are accurately mapped between Talkdesk and our enterprise systems (e.g. JIRA, ZenDesk, Policy Administration System). • Troubleshoot API issues, latency, and call-routing failures. • Guide the team members and business stakeholders with the integration activities. • Weekly initiatives status reporting, Dashboards, maintaining initiatives costs & profitability. • Liaising with the vendor partners, understand their capabilities and propose suitable solutions for our problems. • Manage all technical aspects of the deliverables.

• Devising or modifying code to solve complex problems. • Perform technical reviews of code developed by other development personnel. • Prepare detailed specifications from which programs will be written as well as design, code, test, debug, document, and maintain those programs. • Assist with activity, status, and progress reports and with creation of comprehensive test plans, including individual program test plans and system test plans. • Develop and direct software system testing and validation procedures, while ensuring proper documentation. • Confer with systems analysts, engineers, programmers and others to design systems and to obtain information on project limitations and capabilities, performance requirements and interfaces. • Execute primary duties in direct support of multiple support, enhancements, and project initiatives. • Provide estimates for assigned development activities and assist with development and preparation of project plans and schedules for integration of SAP PI/PO/CPI. • Develop and manage applications, technical specifications preparation, upgrade existing applications and/or integrate application with any new/existing applications and databases, and resolve application related issues experienced by end-users. • Modify existing software to correct errors, adapt it to new hardware, or upgrade interfaces and improve performance. • Perform solutions architecture, development, design, configuration and administration. • Developing applications to integrate SAP PI/PO/CPI configurations, development, implementation, and support of IDOC, RFC, JDBC, XI Proxy, SOAP, HTTP/s, B2B add-on, REST adapters, CTS+ and ChaRM configuration and implementation for SAP PI/PO transports. • Developing application integration with internal applications for SAP PI/PO interface with B2B add-on using EDI/ALE/IDOC. • Perform PGP encryption and decryption. • Generate key pairs and Certificate Installation. • Perform Proxy generation, SOLMAN, CHARM, SOA Manager Configuration, and activation. • BRF+, IDOC and AIF configuration and monitoring. • Work on XSLT Mapping, Script Collections, and Groovy Script in CPI development. • Complex mapping logic utilizing Groovy and Java Scripts. • Utilize experience in SAP CPI adapters and PIPO adapters, Cloud connectors, Odata, Process Direct, ETL Tools, MFT Platforms for data transfer, CI-DS, and SAP IBP Integration. • Utilize experience in configuring sender and receiver adapters (IDOC, SFTP, ODATA, REST, Success Factors, SOAP, Webservices and HTTP).

• Utilize extensive application knowledge of all wire & cable products manufactured by Southwire and the impeccable ability to interpret the latest industry codes & standards, including NEC/NFPA, NEMA, UL, IEEE, CSA, ICEA, AEIC, NESC, ASTM, MSHA, and IEC to support customers. • Develop and deliver engineering presentations and in-depth product or service training seminars to maintain existing market shares or grow new opportunities via direct sales, electrical distribution channel sales, or contract business. • Prepare formal technical documents to educate customers and to assist end users on the cable designs, ratings, electrical parameters, installation methods, and application do and don’ts. • Market CableTechSupportTM Services’ by generating CableTechTalks customer training videos, authoring Re3TM engineering whitepapers, publishing magazine articles, hosting live webinars, and serving as keynote speakers at trade shows and conferences. • Identify jobsite challenges, anticipate customer needs, solve project obstacles and create tailored products & solutions to meet requirements, certifications or compliances, product functionalities, long-term exposures, and advanced property vs. performance for demanding operations including but not limited to hazardous locations, power plants, substations, and mega data centers. • Coordinate and execute technical requests for RFI/RFQ, bid proposals and project information to gain customer approvals. • Perform hands-on demonstrations using tools with cable accessories including connector, splices, terminations, cable pulling equipment, field testing equipment, diagnostic methods, inspections, and failure analysis. • Propose and design alternative or advanced product system solutions to enhance reliability, improve resilience, and extend the life cycle of the overall electrical system. • Conduct cable sizing or ampacity calculations based on NEC, ICEA, IEC, IEEE, or other thermal methods. • Review complex electrical wiring designs in AC or DC, including accessories and connectivity with the overall system, to provide the best-in-class installation procedures, innovative hands-on solutions, and field testing. • Initiate and launch novel service solutions such as Southwire’s cable repair kits, emergency nitrogen purging services, labor-saving estimators, calculator tools, and GO vs. NO-GO testing recommendations. • Develop sustainable solutions that drive efficiencies in the field to accelerate growth and help Southwire gain market share in US and Canada. • Serve as an in-house applications engineering SME to build organizational capability internally and externally. • Ability to travel to technical conferences, job sites, and plant locations as needed (Up to 50% travel).

• Build new features for our flagship product — the Cozey Operating System (COS) • Create in-house tools and platforms to replace third-party solutions — we love building things from the ground up • Develop AI agents to automate and streamline warehouse management workflows • Collaborate closely with operations and product teams to identify pain points and rapidly launch impactful solutions • Own projects end-to-end — from design and architecture to implementation and deployment