Role Description - Monitor integration services, APIs, queues, scheduled interfaces and middleware components. - Investigate failed transactions, authentication errors, timeouts, data-mapping issues and interface performance. - Coordinate incident resolution with application, database, network, security and external integration teams. - Support approved configuration changes, certificates, endpoint updates, deployments and release validation. - Maintain interface catalogues, dependency maps, specifications, support runbooks and known-error records. - Support secure API and integration practices, logging, traceability and access controls. - Identify changes that require development or new integration scope and route them through formal approval. - Provide evidence and technical input for root-cause analysis and service reporting. Qualifications - Minimum 5 years of enterprise integration and middleware support experience. - Strong knowledge of REST/SOAP APIs, JSON/XML, authentication, certificates and integration monitoring. - Experience with MuleSoft, Boomi or an equivalent integration/middleware platform. - Practical troubleshooting experience across distributed application environments. - Ability to maintain accurate technical specifications and interface documentation. Company Description

• Lead Billing and Payments implementations end to end: gather customer requirements, advise on financial workflows, configure solutions, and serve as the financial operations subject matter expert through go-live, including journal entry configuration, reporting requirements, and reconciliation. • Lead end-to-end accounting integrations with customers: define data flows, configuration requirements, and downstream financial reporting impacts. • Proactively identify and resolve billing issues that could affect revenue accuracy, financial reporting, or customer trust. Escalate high-risk items with clear context, financial impact, and a recommended path forward. • Drive adoption by making sure customers understand not just how to use Billing, but how it supports their financial and operational goals. Act as a trusted advisor to Finance, Accounting, and Operations stakeholders via Zoom, email, phone, and occasional on-site visits. • Occasionally serve as Billing subject matter expert on sales demos, and support customer discovery before and after close to confirm fit and surface any gaps that need to be closed for a successful implementation. • Partner with Product and Engineering to surface functionality gaps, edge cases, and scalability needs from real implementations, and propose solutions rather than just flagging problems. • Analyze implementation outcomes to find patterns, improve repeatability, and refine best practices over time. Keep implementation documentation, customer records, and project status current in CRM and project management tools, to the point that another team member could follow your process without you in the room.

• Serve as the primary strategic advisor to client leadership teams, consultants, carriers, and key external partners throughout the implementation lifecycle. • Lead implementation readiness assessments, shape governance models, and facilitate strategic planning sessions for complex and transformational implementations. • Facilitate executive governance structures, including steering committees, executive briefings, and escalation forums. • Drive decision-making and consensus among senior stakeholders in ambiguous or high-risk environments. • Develop and execute comprehensive onboarding and implementation strategies aligned with client business objectives and Included Health launch goals. • Lead highly complex implementation work with multiple dependencies, cross-functional workstreams, significant ambiguity, and non-standard requirements. • Determine methods, procedures, and operating approaches for new or nuanced implementation project work with minimal oversight. • Anticipate risks early, develop mitigation plans proactively, and oversee escalation handling for issues with project, portfolio, or strategic implications. • Conduct current-state assessments and develop future-state recommendations that balance client needs, operational feasibility, and launch success. • Provide expert guidance on organizational design, process optimization, implementation governance, and change management. • Apply strong judgment in ambiguous situations, evaluate tradeoffs, and recommend solutions where precedent may be limited. • Serve as the escalation point for strategic issues requiring executive attention or broader organizational alignment. • Cultivate strong relationships with client executives, internal leaders, consultants, carriers, brokers, BPOs, vendors, and third-party partners. • Influence senior internal leaders and client executives through structured recommendations, executive presence, and consultative problem-solving. • Build lasting partnerships that extend beyond implementation and position clients as advocates and references for Included Health solutions. • Mentor others, shape best practices, and elevate overall team performance and implementation quality. • Operate with a high degree of autonomy, set direction with minimal oversight, and serve as a resource for others navigating complex implementation challenges. • Exercise advanced judgment on implementation strategy, governance design, escalation handling, and organizational or process recommendations.

Meet the Team Cisco ThousandEyes is a Digital Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don't own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues - before they impact end- user experiences. ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco's leading Networking, Security, Collaboration, and Observability portfolios. Your Impact When enterprise customers adopt ThousandEyes, early success depends on expert guidance and hands-on enablement. As an Implementation Engineer, you will engage with customers during the initial stages of their journey to ensure successful deployment, adoption, and value realization of the ThousandEyes platform. You will deliver enablement, implementation, and optimization services, acting as a trusted technical advisor throughout the engagement. This includes planning and executing deployments, configuring monitoring, documenting solutions, delivering customer training, and providing best-practice recommendations tailored to each environment. The role requires deep knowledge of the ThousandEyes platform, experience with monitoring systems, and a strong foundation in core network architecture. You will be a polished, customer-facing generalist, comfortable engaging with a broad range of technical and business stakeholders. Minimum Qualifications - Project management and consulting experience with the ability to prioritize and accomplish tasks in tight timeframes - Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred) - Experience maintaining or implementing LAN/WAN environments - Familiarity with web technologies (deployment, maintenance, debugging) including REST APIs - Experience with at least one programming language (Java, Python, JavaScript, etc.) Preferred Qualifications - Bachelor's or advanced degree in a technical field, or equivalent working experience - At least 7+ years experience working in a customer-facing role - Experience with Cloud/SaaS software products - Enjoy a fast-paced, multifaceted environment - Outstanding communication and problem-solving skills - A standout "customer first" attitude Why Cisco? At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.