• Serve as the Single Point of Contact for assigned mortgage servicing clients for all retention-related initiatives. • Partner with clients to understand portfolio objectives, borrower engagement strategies, and retention goals. • Identify opportunities to implement revenue-generating programs across digital platforms, borrower portals, servicing systems, statements, IVR platforms, and related channels. • Provide consultative guidance on available products, enhancements, integrations, and communication options. • Clarify and document client requirements to ensure alignment on scope, objectives, deliverables, and timelines. • Develop and execute Statements of Work outlining deliverables, pricing, timelines, dependencies, and revenue expectations. • Coordinate contract updates, change requests, and program modifications. • Partner with Finance to establish accurate billing processes and ensure proper revenue recognition. • Monitor program utilization and ensure billing aligns with contracted services. • Lead cross-functional coordination across Marketing, IT, Operations, Compliance, Product, and Finance teams. • Define project scope and objectives to support retention initiatives. • Develop schedules to ensure timely completion of deliverables. • Facilitate status meetings and provide consistent updates to internal stakeholders and clients. • Track, document, and escalate service level concerns as appropriate. • Establish and monitor performance metrics associated with retention initiatives. • Maintain accurate reporting on implementation status, revenue impact, adoption, and performance trends.

• The Lead Solutions Architect designs and develops IT solutions to business problems in alignment with Enterprise Architecture direction and approved technology standards and reference architectures. • Provides technology guidance, strategic road maps, principles, standards, and operational best practices to support Humana in managing their technology domains and meeting customer needs. • Responsible for the creation of 4-year strategic technology roadmaps, standards and reference architectures for areas supported by this role. • Aligns product engineering, product management, user experience design, and enterprise architecture to produce enterprise level system designs and architecture. • Collaborates closely with adjacent technology leaders (identity, security, endpoint management, vulnerability management, asset management, IT service management, analytics, etc.) to ensure the secure, seamless delivery of digital workplace technologies. • Provides guidance and coaching to Lead Engineers across the department.

• Serve as primary technical contact for European customers during local business hours • Design, develop, and deploy integration solutions connecting OpenAge/AgeKey services with client systems • Build and troubleshoot integrations across a variety of platforms including game engines, mobile apps, and web • Create and maintain technical documentation, integration guides, and code samples • Collaborate with engineering, product, and go-to-market teams • Troubleshoot complex technical issues and ensure high availability

• Lead technical discovery sessions to understand customer architectures and observability needs • Design and propose end-to-end observability solutions using OpenObserve • Own architecture discussions covering scalability, security, performance, and cost optimization • Conduct technical demos, deep dives, and proof-of-concepts (POCs) • Guide customers through onboarding, deployment, and production rollouts • Serve as the technical escalation point for complex customer issues • Advise customers on observability best practices across logs, metrics, and traces • Help customers optimize Kubernetes and cloud observability at scale • Partner with Sales, Product, and Engineering teams to influence solution design and roadmap priorities • Provide structured feedback from the field to improve product usability and performance • Create reference architectures, technical documentation, and enablement content