• 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.

• Serve as the principal owner and architect for Jira Software and Jira Product Discovery. • Define and evolve Jira platform strategy, architecture, and standards aligned with company growth. • Design and maintain complex Jira configurations including workflows, issue hierarchies, custom fields, automations, permissions, and schemas. • Evaluate and manage Atlassian Marketplace apps and integrations to extend Jira capabilities. • Lead the end-to-end migration from Shortcut and Productboard to Jira Software and Jira Product Discovery. • Drive discovery and decision-making on future-state workflows, data models, and governance. • Partner with senior Product and Engineering leaders to align Jira design with operating models. • Own migration planning, execution, risk management, and post-migration optimization. • Architect Jira Product Discovery to support scalable idea intake, discovery workflows, prioritization frameworks, and roadmapping. • Ensure strong alignment and traceability between discovery, delivery, and outcomes. • Act as a trusted advisor to senior stakeholders on Jira capabilities, tradeoffs, and best practices. • Establish and enforce governance models for Jira configuration changes, access, and data quality.