Job Description We're looking for a US Benefits Administration Customer Experience Engineer (CXE) to join our Customer Experience team. In this role, you'll serve as the highest technical escalation point for Benefits Administration-related customer issues, partnering closely with Product, Engineering, Customer Success, and Support teams to investigate and resolve complex product challenges. You'll analyze system behavior, reproduce issues, investigate data discrepancies, and identify root causes impacting customer workflows. While this is not a software engineering role, successful candidates should be comfortable working with technical concepts, reviewing logs and data, understanding integrations, and collaborating with Engineering teams to drive resolution. This is a unique opportunity for someone who combines Benefits Administration knowledge with strong technical troubleshooting skills and a passion for solving complex customer problems. The base salary range for this role is $103,000 - $129,000, USD There is a strong preference to fill this role in NYC with a hybrid schedule out of our office, but we will consider exceptional candidates who are based in the EST time zone and open to working remotely. Location Eligibility: While can be a remote position, HiBob is currently authorized to hire in the following states: CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Job Requirements - 4+ years of technical support experience supporting Benefits Administration platforms, HRIS systems, or SaaS applications. - Strong understanding of US Benefits Administration processes, including eligibility, enrollments, life events, carrier interactions, and benefits data flows. - Experience in troubleshooting complex customer issues and performing root cause analysis. - Experience supporting enterprise customers in a technical support or escalation environment. - Experience working with APIs, integrations, webhooks, and data synchronization processes. - Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations. - Experience investigating issues using logs, audit trails, reporting tools, and system-generated data. - Experience working with Zendesk, Salesforce, Jira, Asana, or similar support platforms. - Experience collaborating with Product and Engineering teams. - Strong written and verbal communication skills. - High level of ownership and accountability. Nice to Have - Experience with ACA, COBRA, ERISA, or other US benefits compliance requirements. - Previous experience supporting payroll-related products. - Experience in HR Technology environments. - Basic scripting or HTML/CSS knowledge. - Experience working in a high-growth SaaS environment. Job Responsibilities - Own Complex Customer Escalations - Act as the highest level of support for Benefits Administration-related product issues. - Investigate complex customer-reported problems that cannot be resolved by frontline support teams. - Take ownership of critical escalations from investigation through resolution. - Clearly communicate findings, impact, and next steps to customers and internal stakeholders. - Technical Investigation & Troubleshooting - Reproduce customer-reported issues in test environments. - Analyze system behavior using logs, audit trails, APIs, reporting tools, databases, and internal platforms. - Investigate eligibility discrepancies, enrollment issues, carrier integration failures, benefits data inconsistencies, and unexpected product behavior. - Perform root cause analysis and provide Engineering teams with actionable findings, reproduction steps, and business impact. - Validate fixes and confirm issue resolution. - Collaborate Across Teams - Work closely with Product, Engineering, Customer Success, Benefits Operations, and Support teams. - Participate in bug triage and technical investigations. - Advocate for customer impact during prioritization discussions. - Bridge the gap between customer-reported issues and technical investigations. - Drive Continuous Improvement - Identify recurring issues and escalation trends. - Contribute to internal documentation and troubleshooting resources. - Help improve investigation processes, tooling, and support workflows. - Share technical knowledge across Customer Experience teams. Benefits At HiBob we are committed to creating an excellent employee experience. Our bobbers, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a beautiful office located in NYC and remote bobbers coast to coast. - Stock options in a scaled, high-growth SaaS leader - Comprehensive medical, dental, and vision coverage from day one - 401(k) with a 3% company match effective the month following your start date - Hybrid working model for Bobbers in the NY metro area - Temporary remote work-from-anywhere in the world for up to 2 months(after 6 months of employment) - Monthly wellness stipend to invest in your physical, mental, and overall wellbeing - Work from home allowance to set up your home office - Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter - We love birthdays - take the day off and receive a special gift - Two social impact days each year - to volunteer and give back to causes you care about - Annual Headspace subscription and wellness benefits - $2,500 employee referral bonus (plus ambassador incentives) - Fun and frequent social events, both in-person and virtual Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work. Apply now and unleash your potential in a supportive, inclusive environment that celebrates your uniqueness.

Role Description Seeking a skilled Call Center Engineer with strong experience in ACD platforms (preferably Avaya) to support and optimize contact center operations. This role involves troubleshooting call routing, managing IVR flows, and ensuring high availability of voice and digital channels. Qualifications - ACD person not PBX. - Avaya ACD experience preferred but at least one ACD platform experience required including understanding of ACD platform components, call routing logic and call flow configuration and debugging. - Understand call center terminology and integrations such as CTI, VRU, call recording, WFM, SMS/Chat/Text, etc. - Ability to read troubleshooting traces. - IVR troubleshooting and basic design understanding. - Trunking (SIP trunks) and toll fraud knowledge including carrier terminology including toll-free numbers, DID numbers, DNIS, ANI, etc. plus AT&T Route It usage knowledge. - Basic network knowledge including TCP/IP fundamentals, VoIP (SSIP, SRTP) concepts, LAN/WAN basics and understanding of call quality factors (latency, jitter, packet loss). - ODBC configuration and writing SQL queries. - Basic XML review and interpretation. - Microsoft office knowledge plus file transfer software. - Basic ITIL processes and procedures along with incident management, change management, escalation handling and ability to work under pressure in real-time environments. - Experience with ticketing systems such as Service Now, monitoring tools and reporting dashboards. - Ability to troubleshoot call routing issues, root cause analysis, log analysis, and interpreting system alerts. - Performance monitoring including call volume, queue wait times, abandon rates, etc. - Understanding of basic workforce management concepts, service level agreements, KPIs. - Basic Windows PC skills. - Basic understanding of VM solutions aka Cloud solutions such as AWS or Azure. - Must be a team player and willing to share information freely. - Clear verbal and written communication skills, ability to explain technical issues to non-technical users and collaborate with network teams, application teams and business stakeholders. - Must share on-call support as we are a 24x7 support group, ability to write / update documentation (runbooks, diagrams, etc.). - Understanding of data privacy (PCI, PII and HIPAA), access control and permissions and following compliance standards. Company Description

Role Description This role partners closely with Program Management, Pricing, Business Development, FP&A, Engineering and Operations to establish compliant, competitive, and strategically aligned indirect rates, forward pricing rate proposals (FPRPs), and cost estimating structures that support long-term growth and profitability. - Develop and oversee forward pricing rate proposals (FPRPs) - Establish long-range indirect rate strategies aligned to business objectives, portfolio mix, and competitive positioning - Lead rate forecasting processes tied to annual operating plans and long-range strategic plans - Ensure full compliance with FAR Part 15 cost principles and cost accounting standards (CAS) - Oversee preparation and submission of compliant cost proposals and rate packages - Oversee indirect rate pool design, allocation bases, and consistency of cost treatment - Maintain policies and internal controls related to government cost accounting - Monitor provisional billing rates and assess risk of over/under-recovery - Provide guidance on allowable/unallowable cost treatment - Support Program Management with cost visibility, margin analysis, and rate impact modeling - Collaborate with HR and Operations on labor planning, workforce mix, and overhead absorption strategies - Lead preparation for forward pricing rate negotiations - Develop succession plans and strengthen technical depth in FAR and CAS compliance Qualifications - Bachelor’s Degree and minimum 6 years of prior relevant experience - Graduate Degree and a minimum of 4 years of prior related experience - In lieu of a degree, minimum of 10 years of prior related experience - Intermediate to expert level Microsoft Office skills, including 5+ years of experience with Microsoft Excel focusing on pivots, vlookups, macros and other features - 5+ years of experience with budgeting, financial analysis, forecasting and reporting to include variance explanations - Bachelor’s Degree in Accounting, Finance or related major preferred - Experience with Oracle ERP and Hyperion Planning - Exceptional organizational skills, enabling monitoring of key due dates and activities - Strong customer service approach, self-directed, assertive, with a positive attitude - Ability to develop broad, cooperative relationships with numerous groups and individuals, at all levels of the organization Requirements - In compliance with pay transparency requirements, the salary range for this role in California, Massachusetts, New Jersey, Washington, and the Greater D.C, Denver, or NYC areas is $88,000 - $164,000 - The salary range for this role in Colorado state, Hawaii, Illinois, Maryland, Minnesota, New York state, Cleveland Ohio, Vermont, and Virginia is $76,500- $141,500 - This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location Benefits - Health and disability insurance - 401(k) match - Flexible spending accounts - EAP - Education assistance - Parental leave - Paid time off - Company-paid holidays

• Configure the Sprinklr product for various brands and industries following high standards of delivery and quality • Constant learning and collaborating with the team to develop best practices on product configuration • Work as a team to understand product adoption by various brands and establish standard practices to improve adoption • Provide social insights and recommendations to support clients' business practices • Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client's custom needs • Perform health checks of existing customers in need of platform upgrades and suggest solutions based on best practices and client needs • Ensure that all client users during customer onboarding are trained and educated properly on the platform • Establish a relationship built on trust with client champions • Complete the execution of platform deployment in such a way as to anticipate future client needs or business requirements that may occur • Provide consulting advice to clients about the Sprinklr platform during different phases of project implementation