• Advise on contact center best practices for progressive dialer balancing, queue management, and capacity optimization • Provide operational guidance on telephony decisions—translating technical changes into business impact for non-technical stakeholders • Design supervisor dashboards and metrics to improve visibility into dialer performance and agent productivity • Recommend license management strategies to optimize costs and capacity • Configure and optimize IVR scripts, call routing, and business hours automation across 12 teams with different campaigns, skills, and templates • Manage progressive dialer configuration and performance tuning based on queue dynamics • Test IVR flows, troubleshoot issues, and implement fixes • Handle day-to-day telephony support requests from operations teams • Maintain Salesforce integration with Five9 (call disposition logging, outbound dialer sync, inbound case creation) • Create and maintain technical documentation for telephony configurations and processes

• Delivering small scope consulting in response to customer requests; providing configuration guidance, demonstrations, considerations, tips & tricks • Troubleshooting product configuration to resolve or provide optimal product configuration to meet customer business requirements • Clearly and effectively communicating responses and value to customers • Creating and delivering customer presentations on how to use Workday features to achieve business goals (Accelerator Webinars) • Providing one-on-one consulting guidance to accelerate customer feature adoption (Feature Accelerator)

• Oversee and assist in the pursuit of reimbursement of denied WC, MVA, Other TPL, and VA claims • Draft complex appeals, correspondence, and other documents as appropriate • Understand and skillfully apply state-specific statutes related to WC claims • Oversee lien practices and ensure that they comply with applicable state laws, Patient Protection Acts, and evolving case law • Assist with the training of recovery staff team members and provide necessary feedback as requested by management • Coordinate with external counsel on strategy, pleadings, settlement posture, and cost-benefit analysis • Develop new and innovative legal and procedural arguments and tools for team usage • Foster professional, collaborative relationships to facilitate favorable resolutions

Role Description We have an exciting full-time opportunity for a talented and driven individual to work in our Enterprise Content Management (ECM) Practice Group. The ECM Practice Group provides design, implementation, and support expertise to our Clients in the areas of Document Management, Email Management, and the various third-party applications that integrate with these systems. You must live in one of these locations to be considered for this remote position: Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, Nevada, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, Virginia, DC, Kentucky, Pennsylvania, Ohio or Washington. Duties/Responsibilities: - Assist senior Practice Group consultants with ECM software installations and configurations - Assist senior ECM consultants with data migration tasks and analysis - Create, test, and develop scripts to aid in document management system conversions - Perform ECM system health check and administration activities for our clients - Research new technologies, product features, and industry best practices - Handle and troubleshoot DMS-related support issues submitted by managed Clients Qualifications - Excellent oral and written communication skills - Ability to manage multiple priorities - Knowledge of Microsoft SQL Server and Database queries - Knowledge of programmable scripting (i.e., Microsoft SQL, PowerShell) - Knowledge of NetDocuments or iManage Universal REST APIs - Data analysis and data conversions/migrations Requirements - College Degree - Experience with Microsoft Windows and Office products - 3+ years of experience with legal Document Management Systems, such as iManage or NetDocuments Benefits - Medical, dental, life and disability insurance - 401k with company match - Holidays/vacation/sick days - Cutting edge training on the latest technologies - Employee referral bonus program - Phone reimbursement