Teams at Forward Financing

Supports and optimizes the Genesys contact center platform, including routing, IVR, omnichannel workflows, integrations, and flow logic. Troubleshoots platform incidents, monitors system performance, implements simple features, and supports voice, SMS, and email channels. Collaborates with Salesforce teams, technical support, telecom carriers, and business stakeholders to translate requirements into technical solutions and maintain reliable customer and agent experiences.

Leads operational risk and process control activities, including risk assessments, control testing, root-cause analysis, workflow improvement, remediation tracking, and key risk indicator monitoring. Partners with Operations, Product, Engineering, Compliance, and Internal Audit to design scalable controls for human and automated workflows and create audit-ready documentation. Requires strong analytical, communication, stakeholder management, and English-Spanish bilingual skills.

Design and maintain automated end-to-end tests across internal and external systems, including Salesforce integrations and AI/LLM-powered workflows. Build API and SPA automation, evaluate generative AI outputs, identify regressions, and integrate testing into CI/CD pipelines. Collaborate with engineers and product managers to promote shift-left testing, improve quality standards, and establish scalable automation practices.