• Conduct thorough research on underserved and emerging market sectors • Analyze industry trends, competitor activities, and potential customer needs • Prepare compelling and data-driven reports, presentations, and dashboards • Monitor, evaluate, and report on emerging technologies, policy changes, and industry trends relevant to APM’s strategic interests

About OpenLoop OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About The Role OpenLoop is looking for an Amazon Connect Systems Engineer (AWS) to join our team remotely. In this role, you will be responsible for managing and evolving the platforms that power our customer conversations across phone, SMS, chat, and email. You’ll own the configuration and performance of systems like Amazon Connect, Twilio, and Zoho Desk, ensuring seamless communication across the customer journey. This role is equal parts systems administrator, business partner, and strategist—you’ll configure workflows, optimize experiences, troubleshoot issues, and help us explore new tools that support our growth. What You’ll Do: - Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms. - Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations. - Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability. - Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery. - Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels. - Manage access, roles, hours of operation, and permissions across platforms. - Build and maintain dashboards to track system KPIs, agent performance, and customer interactions. - Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs. - Proactively identify friction points and implement system or process solutions. - Collaborate with operations and product teams to identify communication pain points and opportunities. - Lead evaluations of new platforms or integrations that improve communication workflows. - Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications. - Maintain documentation on system architecture, configuration, SOPs, and troubleshooting. - Ensure all systems are configured with scalability, security, and compliance in mind. - Other duties as assigned. Who You Are: - Bachelor’s degree in Computer Science, Information Systems, or a related field. - 3-5 years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk) - Working knowledge of telephony fundamentals (SIP trunking, PSTN routing). - Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations). - Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email). - Strong understanding of contact center and customer service operations. - Experience building dashboards and reports using native tools or BI platforms. - Familiarity with APIs and integration principles. - Self-directed, curious, and collaborative mindset. - Excellent written and verbal communication. - Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk) - Knowledge of AWS tools like Lambda, EventBridge, and IAM. - Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures. - Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications. - Background in evaluating or implementing new communication platforms. Our Benefits In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more Our Company We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.

About Us: PUNCH Cyber Analytics Group (PUNCH) is a Virginia-based, small business founded in 2012 operating as a cohesive team that incorporates the sum of our group’s diverse skills, talents, and resources toward our collective passion: advancing data analytics to impact cyber operations. PUNCH is a two-time Inc. Magazine ‘Best Workplaces’ awardee offering unique benefits and personal touches to provide a positive work-life experience for our team. PUNCH brings unique qualifications, resources, and past-performance that make us suitable to address the goals of our diverse customer-base. Further, we have past and current experience supporting cyber operations and cyber ML-based research, with well over 100 years of collective experience from our collaborative, multi-disciplinary team.

About OpenLoop OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role OpenLoop’s mission is to bring care anywhere by powering telehealth solutions at scale. OpenLoop is looking for an IAM Analyst II to support and manage various key programs and initiatives under the leadership of cybersecurity management. This role will help define, establish, maintain and manage identities across the organization. The analyst manages and maintains access to systems and applications following rigorous security, engineering and governance principles, especially when provisioning and de-provisioning access. What You'll Do: - Serve on a distributed security and technology team responsible for establishing and maintaining identities and entitlements within IAM solutions. - Implement identity controls and settings that align with policies and governance structure. - Work closely with security leadership, teammates and stakeholders to evaluate and implement access models that align with organizational risk posture. - Support IAM governance, policies and solutions across SSO, directory, certificate, MFA, privileged accounts, automation and behavior analytics systems. - Assess and resolve IAM issues that occur across the employee base, as well as with external entities. - Secure access to both on-prem and cloud infrastructure, as well as to applications required to support a distributed remote workforce. - Evaluate business impact and risk exposure based on the level of access granted and make recommendations where improvements should be made. - Work closely with incident responders during potential incidents and escalate to management as needed. - Make recommendations for improvements in automation efficiencies, security practices and end-user experience. - Collect key performance indicators and related operational metrics, and track SLAs used to validate success as well as future areas of improvement. - Execute tactical requests and support the strategic vision for rigorous and scalable IAM controls. - Frequently interact with business units to understand their plans, risk posture and tolerance, and how IAM supports their vision and business obligations with security in mind. - Implement IAM projects from inception to completion on time and within budget. - Other duties as assigned.  Who You Are: Required - Bachelor's degree preferred in information assurance, computer science, engineering or related technical field. - 3-5+ years of cybersecurity or information technology practitioner experience. - Within that experience, 2+ years must include related security systems administration with IAM solutions, some experience with endpoint, network or application security solutions, and incident response teams. - Familiarity with administering directory services, Windows and Azure AD, SSO, MFA and role-based access control (RBAC). - Experience administering IAM systems, access controls, security and risk management, and security governance fundamentals. - Track record acting with integrity, taking pride in work, seeking to excel, and being curious and flexible. - Strong written and oral communication skills across varying levels of the organization. Preferred - Ideally familiar with one or more regulatory requirements and laws such as, but not limited to, PCI, Federal Financial Institutions Examination Council (FFIEC), Sarbanes-Oxley (SOX), HIPAA, GDPR and GLBA. Additionally, experience in one or more of the following preferred: ISO 17799, ITIL and NIST. - Experience with one or more scripting languages (e.g., Python, PowerShell, Bash), preferred but not required - One or more of CISSP, GSEC, GISF, GCIA and GISP is preferred, but not required.   Our Benefits In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more Our Company We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.