• Serve as the subject matter expert on modern CCaaS and CX platforms, working with enterprise clients to understand their challenges and goals, and developing customized solution proposals that clearly articulate the benefits and technical approach. • Analyze complex business requirements and design comprehensive technical architectures that integrate CCaaS solutions with CRM systems (e.g., Salesforce, Service Cloud), AI/analytics tools, WFM, and other customer experience technologies. • Create detailed project estimates, including costs, timelines, and resource needs, for the implementation, migration, and optimization of cloud contact center solutions. • Develop complete solution designs covering telephony architecture, omnichannel routing, digital integration, data flows, and security considerations to guide successful deployments. • Support sales teams by answering deep technical questions, proposing innovative CX solutions to client challenges, and enhancing our technical proposals. • Stay at the forefront of CX and CCaaS innovations, evaluating and incorporating new features from leading platforms and AI services to continuously improve our solution offerings. • Perform other duties as may be required consistently with the purpose of this role.

• Develop, implement, maintain, and support Workday HCM integrations with enterprise and third-party applications. • Design and support integrations using EIB, Core Connectors, Benefits Connectors, PECI, Workday Studio, and Document Transformation. • Configure and maintain Workday Business Processes to support business requirements. • Collaborate with business stakeholders, implementation partners, and internal IT teams to gather requirements and deliver effective integration solutions. • Develop, maintain, and troubleshoot Workday Reports, BIRT reports, and reporting solutions. • Support Workday Extend applications and Adaptive Planning integrations where applicable. • Manage onboarding content, questionnaires, templates, and other Workday configuration activities. • Configure and maintain Workday security roles, domains, and security profiles. • Provide ongoing functional and integration support, troubleshoot production issues, perform root cause analysis, and implement timely resolutions. • Monitor integration performance and ensure data integrity, reliability, and compliance. • Manage incidents, service requests, and change requests using ITSM processes while ensuring SLA adherence. • Prepare and maintain technical documentation, integration specifications, knowledge articles, and operational runbooks. • Stay up to date with Workday product releases and recommend enhancements to improve system performance and business processes. • Collaborate with cross-functional teams to ensure high-quality solution delivery and continuous improvement.

• Work with stakeholders and participate in solution discovery, initial design, and estimation • Design scalable and maintainable architectures aligned with business goals • Take ownership of key architectural decisions and ensure long-term sustainability • Evaluate alternatives and document the rationale behind key architectural decisions • Guide engineering teams and ensure implementation aligns with architectural vision • Ensure implementation stays aligned with the architecture throughout all project iterations • Design solutions involving integrations, automation, and data flows, including AI components where appropriate • Ensure that AI usage is practical, controlled, and aligned with system constraints • Ensure scalability, performance, and reliability under growing load and complexity • Define measurable targets for quality attributes and track architecture fitness against them • Create reference implementations and support teams in solving complex technical challenges • Balance technical excellence with budget and schedule constraints, avoiding unnecessary over-engineering • Build consensus with engineering teams and communicate architectural decisions constructively • Ensure that solutions deliver measurable business value

• Understand how client organisations operate and identify opportunities where AI can create measurable business value. • Lead discovery sessions and solution design activities with business stakeholders. • Design practical AI operating models aligned to each organisation's objectives and ways of working. • Configure AI agents, knowledge structures and governance within PIPE44. • Guide organisations through onboarding, implementation and long-term AI adoption. • Build trusted relationships with business and operational stakeholders. • Measure AI adoption, solution quality and business outcomes, identifying opportunities for continuous improvement. • Partner with Embedded AI Engineers to ensure successful implementation and delivery. • Help shape the evolution of PIPE44 by bringing real-world client challenges and successful delivery patterns back into the platform.