Cleo Offices

Leads technical support operations for complex EDI, API, and file-transfer incidents. Acts as incident commander for P1/P2 issues, performs root-cause analysis, oversees queue health and SLA adherence, governs backlog reduction, mentors engineers, and drives alert tuning, process improvements, automation, and AI-enabled operational enhancements.

Implements and troubleshoots EDI, B2B, ERP, API, and middleware integrations using ANSI X12, EDIFACT, AS2, SFTP, VAN, REST, and SOAP. Builds data mappings, Business Process Sequences, workflows, and integration flows; supports UAT, resolves technical issues, optimizes performance, and documents implementation designs. The role independently delivers medium-complexity integration projects and follows quality and security best practices.

Manage customer-facing technology implementation projects from kickoff through closure, owning scope, schedule, budget, quality, risks, and delivery outcomes. Coordinate customers, executives, implementation engineers, and cross-functional teams across multiple concurrent projects. Lead planning, status communication, forecasting, resource management, and budget tracking. Apply and help develop AI-enabled PMO workflows, while communicating the value of cloud-based B2B integration solutions. Travel approximately 15% for customer visits, partner meetings, events, and team planning.