• Lead architecture execution across active defense programs from planning through delivery • Engage directly with mission partners, program offices, and industry stakeholders • Translate mission needs into actionable system and integration approaches • Drive progress in ambiguous environments and ensure delivery outcomes—not just compliance • Define modular system architectures, interface approaches, and integration strategies • Evaluate vendor solutions and technical claims with credibility and sound judgment • Translate open architecture principles (MOSA and related frameworks) into practical implementation plans • Identify and close gaps between policy intent and real-world system execution • Capture and document architecture approaches, frameworks, and lessons learned • Contribute to internal platform development, including distributed manufacturing initiatives • Support development of repeatable models for open architecture implementation across programs

• Lead sales engagements with Account Executives and Account Management to qualify new sales opportunities. • Serve as the sales team subject matter expert on PayNearMe’s technology platform, payments solutions, Agentic IVA capabilities, and services model in both internal and customer-facing engagements. • Partner with Account Executives to position, demonstrate, and sell PayNearMe’s Agentic IVA solution and future agentic AI modules as they are introduced to market. • Develop and conduct compelling demonstrations of PayNearMe’s payments platform, Agentic IVA, and related AI-powered solutions for prospective customers. • Propose, scope, and architect solutions that transform the payment and customer engagement experience. • Collaborate with Product and Marketing teams to translate product functionality and innovation into compelling business value propositions. • Solicit and document client feedback and evaluate market data to help shape sales strategies, product direction, and AI solution adoption. • Provide feedback on market insights, competitive trends, and emerging opportunities in payments, customer engagement, and agentic AI technologies. • Achieve sales goals and quotas on a quarterly and annual basis. • Work with the sales team to establish relationships with customer contacts in technical, operational, product, and business leadership roles, building credibility with all decision makers. • Work closely with the onboarding team to initiate new implementations and ensure all relevant solution designs are documented and complete. • Assist the sales team with responding to technical RFP, RFI, and security questionnaire requirements. • Work with the sales team to document product gaps identified during the sales process and communicate those gaps to Product and Engineering prior to contract signature. • Act as a trusted advisor to customers throughout the evaluation process, helping them understand how PayNearMe’s payments and AI solutions can drive measurable business outcomes.

• Own and maintain the global product roadmap for the comPAS PFT Solutions portfolio. • Translate user needs, clinical insight, workflow requirements and software and hardware technical considerations into clear product strategies and product requirements. • Define, prioritise and manage software and hardware product requirements, ensuring they are well understood by development, quality, regulatory and operational teams. • Lead cross-functional collaboration across Engineering, Software Development, Quality, Regulatory, Clinical, Manufacturing, Customer Support, Marketing and Commercial teams. • Guide product developments through Vitalograph’s Product Approval & Change Evaluation process, maintaining a clear focus on product quality, usability, compliance and customer value. • Coordinate product readiness activities, including internal communication, release planning, training inputs and launch preparation. • Monitor product performance, customer satisfaction, competitor activity and market trends to identify opportunities for product improvement. • Manage product lifecycle activities from concept through development, release, optimisation and retirement. • Analyse customer complaints, post-market surveillance, usability feedback and Voice of Customer data to inform product decisions and recommendations. • Represent the product portfolio in customer and partner discussions, workshops and industry events where product insight, user feedback or technical product knowledge is required.

• Provide timely technical support to customers through multiple channels, including phone, email, chat, and remote sessions. • Be actively available to answer inbound customer phone calls during all scheduled working hours as part of a coverage-based support model. • Serve as part of a coverage-based support team, maintaining availability during scheduled hours to handle urgent support requests and real-time issue resolution. • Support a geographically distributed customer base by providing coverage across designated time zones in Canada and the United States. • Work within an assigned regional coverage model, with schedules aligned to business needs and customer demand across North American time zones. • Manage a queue of support cases, balancing real-time customer interactions with timely resolution of email and ticket-based inquiries. • Proactively take ownership of incoming issues, identifying next steps and driving resolution independently. • Investigate, troubleshoot, and resolve complex technical issues related to product functionality, integrations, and system performance. • Reproduce customer-reported issues, perform root cause analysis, and implement effective solutions or workarounds. • Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve product defects or high-impact issues. • Assist with solution configuration and optimization to meet customer and business needs. • Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and best practices. • Monitor support trends, identify recurring issues, and recommend product or process improvements. • Maintain accurate case records, issue documentation, and resolution details in support systems. • Contribute to continuous improvement initiatives that enhance team efficiency, service quality, and customer satisfaction.