• contribute to the administration of utilization management • perform varied activities and moderately complex administrative/operational/customer support assignments • provide non-clinical support for the policies and procedures ensuring best treatment, care or services for members • follow standard policies/practices that allow for some opportunity for interpretation/deviation • work within defined parameters to identify work expectations and quality standards

• Administer, secure, and optimize Windows Server environments, ensuring high availability and compliance with organizational standards. • Lead and support cloud migration initiatives, to both SAS and with a focus on transitioning legacy and on-premises SAS platforms into modern cloud architectures. • Develops and enriches the product portfolio of cloud services and value-added services. • Maintain detailed documentation, contribute to governance frameworks, and provide technical guidance to stakeholders throughout cloud modernization efforts. • Collaborate with cross-functional teams to design migration roadmaps, assess readiness, and develop integration strategies for hybrid and cloud-native solutions. • Performs operations and maintenance of secure managed platform solutions. • Monitor, troubleshoot, and resolve system performance issues, applying automation and best practices to streamline operations. • Assist in the managing and support of enterprise Office 365 suite, including Azure AD, Exchange Online, OneDrive, Purview, SharePoint, Teams, and Intune. • Administer policies, monitor system performance, and ensure security best practices (DOD STIGS).

Role Description The Senior Five9 Telephony Administrator serves as the primary regional technical resource responsible for administering, configuring, supporting, and enhancing the Five9 cloud contact center platform across the JAPAC region. This role partners closely with U.S.-based Information Technology, Contact Center Operations, and business stakeholders to ensure reliable telephony services, operational excellence, system availability, and continuous improvement. - Administer, configure, and maintain the Five9 cloud contact center platform - Provide day-to-day technical support for end users, including agents, supervisors, and business users - Build, test, and maintain IVR and IVA call flows using Five9 Studio and related tools - Configure call routing, skills, queues, agents, campaigns, and reporting within Five9 - Develop and maintain automation, integrations, and custom logic - Support and troubleshoot Windows-based laptops used by remote agents and staff - Collaborate with IT, business, and operations teams while also managing tasks independently - Monitor platform performance, voice quality, and system health to ensure high availability - Maintain documentation for call flows, configurations, and operational procedures - Serve as the primary regional subject matter expert for Five9 and telephony-related technologies - Recommend improvements to platform architecture, automation, operational processes, and user experience - Lead troubleshooting efforts and coordinate with Five9 support and third-party vendors when required - Ability to effectively communicate technical concepts to U.S.-based business and technical stakeholders Qualifications - 5+ years of hands-on experience administering the Five9 cloud contact center platform - Experience designing, building, and maintaining IVR and IVA solutions using Five9 Studio - Strong understanding of telephony concepts including SIP, call routing, IVR design, voice quality monitoring, contact center reporting, and troubleshooting - Experience developing automations and integrations using PowerShell, JavaScript (JScript), Power Automate, and Power Apps - Experience supporting remote call center agents and distributed workforces - Strong troubleshooting skills across cloud telephony, networking, endpoint devices, and contact center technologies - Experience working with Five9 support and third-party vendors to resolve technical issues Requirements - Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and relevant work experience - Excellent verbal and written English communication skills, including the ability to communicate clearly and professionally with healthcare professionals, patients, caregivers, and consumers - Proficiency using Microsoft Office applications, web-based systems, and data entry platforms - Experience supporting global or geographically dispersed teams - Demonstrated ability to work independently as the primary regional technical resource - Proven ability to prioritize competing demands and make sound technical decisions with minimal supervision - Strong sense of ownership and accountability for operational stability and service delivery - Methodical and organized in approach to tasks - Able to maintain consistency and quality through process discipline - Critical thinking and creative problem-solving abilities - Flexibility to adapt to shifting priorities in a dynamic training environment - Adhere to all company policies, Standard Operating Procedures (SOPs), information security requirements, and applicable regulatory requirements - Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required Preferred Qualifications - Five9 certifications - Experience integrating Five9 with Microsoft 365, Salesforce, Veeva, or other CRM platforms - Experience with APIs and system integrations - Experience supporting global contact center operations Leadership Responsibilities - Understands how own contribution contributes to results - Understands what the organization delivers and our position within a global context - Builds a network of useful contacts to help get things done more efficiently - Is proactive and anticipatory with solutions to problems in the business - Seeks to stretch own capability, willing to operate outside of comfort zone Physical Requirements - Ability to lift, carry and otherwise move up to 25 pounds - Ability to sit, stand or walk for various lengths of time throughout the day - Ability to communicate effectively with clients and co-workers - Ability to proficiently operate computer hardware and software on a daily basis - Ability to effectively operate computers, telephony systems, standard office equipment, and business applications - Ability to work remotely in a secure work environment and, where required, travel for business purposes Our Leadership Commitments - Equal Employment Opportunity: Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. - Workplace Accommodation: Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. - Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway.

• Execute day-to-day administration, ticket management, and complete user lifecycle provisioning/de-provisioning across Okta, AD, and Entra ID. • Administer and monitor adaptive, real-time access policies under Notre Dame's Zero Trust Framework. • Leverage modern AI features to monitor queues, flag anomalies, and optimize automated user-matching logic. • Triage, troubleshoot, and resolve daily support requests, authentication incidents, and sync errors. • Assist in implementing critical security pipelines, including managing user scopes and permission boundaries within our PAM infrastructure. • Onboard cloud-based SaaS and on-premise applications using established secure integration templates. • Support comprehensive user privilege audits and access reviews while developing clear operational runbooks and documentation. • Provide critical after-hours and on-call operational support as part of a regular team rotation.