• Manage technical analysis tools and failure characterization for telecommunications networks • Work alongside field teams to increase effectiveness in problem resolution • Monitor and address faults in telecommunications network transmission systems • Maintain interfaces with teams involved in incident handling, including the Network Operations Center (NOC) • Collaborate with the Enterprise Fiber Optics team to ensure alignment of information and actions for problem resolution • Work hours: 1:00 PM to 10:48 PM

• Design, develop, and evolve Artificial Intelligence solutions, including generative AI, machine learning, and advanced analytics. • Develop applications using LLMs for process automation, data analysis, and content generation. • Create and maintain APIs and backend services for integration with corporate systems. • Support the structuring of data pipelines and organization of data layers. • Integrate AI solutions with databases and internal systems. • Contribute to defining architecture, scalability, and best practices in AI projects. • Ensure governance, security, and responsible use of Artificial Intelligence solutions. • Work closely with product, engineering, and data teams to deliver high-impact solutions. • Support deployment, monitoring, and evolution of models in production environments.

Role Description As part of BILL's Dispute Resolution Operations team, this position is responsible for resolving customer disputes or chargeback-related cases and supporting the process and tool enhancements. - Understand dispute and chargeback processes and procedures; develop and apply subject matter expertise related to ACH, check, and/or international payments. - Review and efficiently resolve payment disputes/chargebacks based on established policies and procedures. - Partner with internal groups and external banking institutions to resolve issues. - Collaborate with our Customer Success group to research and respond to dispute-related customer inquiries and issues. - Make recommendations for process improvements related to daily payment operations procedures. - Review, analyze, and resolve simple to complex payment processing issues. - Provide education and payment lifecycle knowledge to internal and external customers. - Guide analysts through workload prioritization, queue management, and payment exception handling. - Recommend viable solutions/actions based on compliance and regulatory facets of money movement (Chargeback rules, applicable banking regulations, etc.). - Identify and resolve systemic issues that may arise through day-to-day processing activities. - Develop a deep understanding of the payments platform and processes to deliver deep technology and business insights. - Analyze payment exception scenarios and make appropriate decisions that balance the customer experience with business sense. - Partner cross-functionally within and outside of the company. - Identify, research, and highlight trends, making efficiency recommendations. Qualifications - 1 to 2 years of payment chargeback, dispute, or risk investigation experience. - Possesses strong data analysis and investigative reporting skills. - Able to solve transaction or payment issues without complete process guidance. - Know how to work with process or product analysts to build and enhance operational processes for new products. - Able to document any issues, proposed solutions, SOPs, or training materials for bigger teams. - Deliver training or mentoring for new hires to support Pay-by-card business. - Ability to communicate clearly and effectively with customers while investigating and resolving payment exceptions. - Understanding of customer account management and service operations. - Proven ability to learn and adapt to new processes and procedures. - Shows a passion for the research and investigation of payment exceptions; tenacious in uncovering the root cause of any issue. - Excellent organizational and time management skills; must possess the ability to prioritize and balance multiple tasks simultaneously. - Ability to make decisions balancing losses, customer experience, and operational costs. - Strong skills in using Excel and other software to create spreadsheets, models, and reports. Requirements - San Jose pay range: $32.98 — $39.52 USD. - Draper UT pay range: $28.03 — $33.56 USD. - Zone 1 - San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County: $32.98 — $39.52 USD. - Zone 2 - CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts: $29.71 — $35.53 USD. - Zone 3 - Utah (includes Utah office), Houston TX, Florida, North Carolina: $28.03 — $33.56 USD. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.

Role Description We are seeking a detail-oriented and collaborative Program Analyst to join our team. This role will partner closely with business stakeholders to unlock value through critical software tools that support our People & Culture strategy. The Program Analyst will support, train, configure, integrate, test, and implement specific core applications in the company and will assist with building reports, dashboards, imports, and notifications to support managers with making informed and timely decisions. Ideal candidates will have a passion for optimizing systems, a knack for translating business needs into technical solutions, and a commitment to continuous improvement. Location & Travel Details: - This position can be remote, or based in one of our main offices. - Will travel once per year for training for up to three days. Responsibilities - Assist in the planning, design, development and implementation of enhancements to UKG, iCIMS, ViewPoint, Oracle Fusion and other existing core applications and provide recommendations on new systems being considered. - Design and build core application reports, dashboards, imports and notifications to assist managers with efficient data capture and making informed and timely decisions. - Act as a backup Administrator of Oracle Fusion and other core company applications as assigned. - Assist in providing regular review of appropriate program, security and report access that conforms with SOX requirements. - Apply communication, analytical and problem-solving skills to identify, relay and resolve process and system issues to maximize the benefit of company core applications. - Provide guidance and assistance to all users with core application questions or concerns. - Meet with decision makers, process owners and end users to help define business requirements and systems goals and identify and resolve business application issues. - Compile and manage information requests whether creating internally or working with outside consultants for all teams in the designated tools. - Communicate the status of requests and projects to management. - Assist in developing, executing and documenting test plans for all UKG, iCIMS, ViewPoint, Oracle Fusion and other core company System Upgrades. - Conduct or coordinate training on UKG, iCIMS, ViewPoint, Oracle Fusion and other core applications as needed and as determined by management. - Serve on task teams (Application Vendor Analysis, Process and Policy Research, etc.) - Work with internal and external auditors as needed. - Maintain and enhance skills through formal and informal training opportunities. - Mentor and provide guidance to junior members of the team. - Other duties as assigned. Qualifications - Bachelor’s degree (BA/BS) in Management Information Systems, Business or other related field or 1-2 years related experience and/or training or equivalent combination of education and experience. - Proven experience with UKG, iCIMS, ViewPoint, Oracle Fusion, B2W, Procore and other company Core Applications. - Work effectively with teams utilizing a customer centered approach. - Excellent written, oral and interpersonal communication skills. - Write reports, business correspondence and procedure manuals. - Effectively present information and respond to questions from groups of users, managers, and customers. Benefits - Compensation $65,000-$82,000 / year, commensurate with experience. - Competitive pay with ongoing performance review and merit increase. - 401(k) with company match & Employee Stock Purchase Plan (ESPP). - Flexible spending account (Healthcare & Dependent care). - Medical, Dental, and Vision insurance (plan choice) - coverage for spouse, domestic partner, and children. - Diabetes Management, Telehealth Coverage, Prescription Drug Plan, Pet Insurance, Weight Management Drug Discount. - Discounted National Gym Membership Network. - Paid Time Off, Paid Holidays, Bereavement Leave. - Military Leave, including Differential Pay and Benefits Continuation. - Employee Assistance Program. - Short and long-term disability, life insurance, and accidental death & dismemberment. - Voluntary life insurance, accident, critical illness, hospital indemnity coverage. - Emergency Travel Assistance Program. - Group legal plan.