• Lead Support for the design, architecture, and integration of computer systems • Develop comprehensive system blueprints and specifications to guide implementation efforts. • Evaluate emerging technologies, tools, and platforms to determine their suitability for inclusion in system designs. • Identify performance bottlenecks and inefficiencies in existing computer systems and propose innovative solutions. • Collaborate with cybersecurity experts to integrate robust security measures into system designs and architectures. • Design systems that can seamlessly scale to accommodate growing workloads and user demands. • Work closely with software developers, network engineers, database administrators, and other stakeholders. • Create detailed technical documentation, including system design documents and architecture diagrams. • Stay abreast of industry trends, advancements, and best practices in computer systems engineering and architecture.

• Manage and optimize complex table-driven contact flows and large data tables within Amazon Connect • Build, enhance, and maintain Amazon Lex V2 bots to support automated customer interactions • Participate in IVR design discussions to improve contact flow architecture and performance • Maintain and enforce design standards, best practices, and naming conventions across all configurations • Integrate Amazon Connect with AWS services such as Lambda, S3, DynamoDB, and CloudWatch • Perform testing, debugging, and troubleshooting of call flow issues and telephony-related problems • Create, update, and maintain documentation, technical diagrams, and reference materials • Monitor dashboards and alerts to identify, triage, and resolve incidents proactively • Collaborate with cross-functional teams to support customer experience improvements and business initiatives

• Implementing and maintaining configuration, administration, optimization and operational excellence of Sequel’s enterprise contact center technology ecosystem. • Serve as the primary administrator and implementor of contact center configuration, including configuration, routing logic, integrations, and user management. • Maintain system reliability, security, and performance. • Assist with incident response, root cause analysis, and corrective action planning for system issues impacting support operations. • Serve as the first responder to Contact Center operational and functional incidents. • Partner with Customer Care, Inside Sales, Product Support, and other teams to understand operational needs and translate them into scalable system and workflow solutions. • Create, manage, and escalate support requests with vendors and internal business partners. • Maintain system-level documentation and configuration standards.

• Lead the design, architecture, implementation, and configuration of the NetSuite ERP system. • Possess deep understanding of the platform including system architecture, application configuration, release management, and system API integration. • Collaborate with various business units to deliver efficient solutions. • Act as the subject matter expert (SME) for NetSuite, ensuring system integrity and performance. • Assist in troubleshooting and resolving system issues as they arise.