• Lead Care Pro Onboarding & Training: Plan and lead in-person and virtual onboarding sessions for groups of 1-15 Care Pros. Oversee the end-to-end process to ensure efficiency and timeliness. • Manage Client Transitions & Care Planning: Conduct needs assessments with Franchise teams to refine client care information. Verify that care plans meet Honor’s standards for completeness and accuracy prior to transition. • Own Risk Evaluation & Resolution: Proactively identify and resolve risks across both cohorts. This includes mitigating onboarding challenges for Care Pros and assessing client schedules for potential gaps or service risks. • Ensure Compliance & Documentation: Maintain expert knowledge of state-specific requirements. Verify necessary employment documentation (e.g., I-9s, licensure) for Care Pros and review client contracts and profiles for regulatory compliance. • Travel to Franchise Locations (30-40%): Travel frequently to support onsite onboarding activities, attend meetings, and support franchise locations as needed. Some weekend work may be required to support Care Pro onboarding schedules. • Manage Stakeholder Communication: Act as a primary liaison for Franchise owners and internal teams. Lead external and internal meetings to foster clear communication and timely issue resolution for both Client and Care Pro workstreams. • Lead Cross-Functional & Team Support: Partner with Field Teams, Market Operations, and Hiring teams to address challenges. Provide additional capacity to other Honor teams during periods of low implementation volume.

• Managing multiple Implementations at once • Frequently meeting with Firms to configure, test, and train their staff during their time in Implementation • Traveling onsite in certain cases where a detailed training or workshop is needed for the firm (less than 10%) • Manage activities, timelines, and dependencies for internal and external sharing ClickUp using our implementation project-management system. • Balancing creative problem-solving with process consultation to ensure an individual firm’s needs are met with our software. • Taking ownership of internal projects, collaborating with team members inside and outside of Implementation, to help our team rapidly evolve.

• Configure Five9 VCC and IVA applications according to solution specifications from Solution Architects and Business Analysts, following established best practice guidelines. • Build and maintain inbound and outbound campaigns, queues, skills, routing profiles, dispositions, pacing, dialing logic, and related system settings. • Configure IVR/Studio IVA flows, including nested call paths, external variables, context tables, foreign scripts, and Studio based IVA logic. • Implement WFA, QM/WEM, AI Insights, Agent Assist, Guidance Cards, Knowledge, dashboards, reports, and Supervisor Desktop configurations. • Perform thorough configuration testing and validation prior to customer UAT or deployment. • Build, test, and troubleshoot connectors, REST/SOAP API integrations, data mappings, and webhooks for CRM/ITSM integrations including support for OAuth/SAML authentication flows, error handling and payload parsing. • Write and maintain JavaScript/HTML/CSS customizations (DOM manipulation, iframes, cookies, UI logic, and embedded components). • Configure CRM/ITSM integrations such as Salesforce, Dynamics, ServiceNow, Zendesk, NetSuite, and Velocify. • Troubleshoot issues across Five9 components and diagnose cross layer problems spanning application, browser, network/SIP/RTP/VoIP, and telecom. Perform log capture, scenario reproduction, and root cause analysis, collaborating with senior engineers/architects on complex issues. • Participate in client calls and technical working sessions, communicating progress, blockers, and status updates clearly to project managers and architects. • Document configuration decisions, integration logic, test cases, and operational details, and contribute to internal best practice libraries, reusable assets, and configuration templates.

• You will be a key member of our fast-growing and high-performing Go-To-Market (GTM) organization working to deliver an unparalleled experience to our customers and integration partners. • Onboard and educate new firms in using our software modules. • Advise firms on best operational practices when using Aiwyn’s software. • Provide the customer a transparent, supported experience as they go-live with our products. • Manage the Implementation process as the primary lead for interfacing with customers. • Configure systems based on chosen specifications and train firms on software usage. • Test the data flowing through the software. • Design and refine standard operating procedures and contribute to internal projects.