• Analyze client conversion requirements for ACH Outsourcing implementations and document business, operational, and data needs required for delivery • Consult with clients before, during, and after implementation to define procedures, clarify requirements, and support conversion readiness • Interpret client systems, workflows, and conversion data to validate alignment with implementation objectives and balancing requirements • Deliver client training on system usage, online terminal support, and daily application balancing procedures throughout the implementation lifecycle • Support user acceptance testing (UAT) activities by addressing questions, validating workflows, and helping resolve issues that affect readiness • Communicate implementation progress, risks, and issues to internal stakeholders to support timely awareness and resolution • Provide application support during implementation activities and identify opportunities to improve processes, documentation, and delivery outcomes • Present product demonstrations as needed to support client understanding and solution adoption

• Gather and validate requirements with clients; • Design and lead the implementation of AI solutions according to the defined scope; • Configure features, workflows, and basic integrations; • Monitor project timeline, milestones, and risks; • Conduct training and provide guidance for users and involved teams; • Collaborate with project, product, support, sales, and technical teams; • Identify gaps, dependencies, and improvement opportunities; • Ensure clear, organized, and up-to-date delivery documentation; • Support solution stabilization after go-live.

• Act as the subject matter expert for Falcon Flex, advising on deal structure, policy, economics, and governance for new and existing customers • Lead Falcon Flex deal lifecycle design and execution, including new acquisitions, activations, expansions, and renewals • Own end‑to‑end Falcon Flex deal reviews and manage approval workflows to ensure compliant and optimized transactions • Coordinate deal strategy and execution across Sales, Operations, Finance, Legal, Alliance partners, and customers • Support non‑standard transactions through cross‑functional review and approval processes • Perform financial modeling and analysis to assess commercial terms, risk, and operational impact • Communicate deal recommendations, risks, and status to senior cross‑functional leadership • Advise on pricing strategy and structuring for current and emerging go‑to‑market offerings • Partner with Finance, Legal, Sales Operations, IT, Marketing, and Alliance teams to drive policy alignment, operational efficiency, and automation • Identify and lead process and system improvements related to Falcon Flex deal execution

• 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