Teams at Nymbus

Owns the operational and technical foundation of a multitenant digital contact center. Responsibilities include CCaaS administration, IVR architecture, conversational and agentic AI development, digital forms, knowledge management, client implementations, vendor management, incident response, operational reporting, and team leadership. The manager translates client requirements into system configurations, governs releases and readiness, supports financial institution clients, and directs an Operational Readiness Analyst.

Provides front-line support to consumer, small business, and commercial banking customers through phone, secure messages, chat, and digital channels. Handles account servicing, access issues, application reviews, onboarding, transaction research, and basic ACH and wire inquiries. Ensures compliance with KYC, CIP, BSA/AML, policies, and service-level expectations while mitigating risk and documenting interactions. Works remotely in a high-volume, seven-day contact center with varied scheduling requirements.

Leads a client’s migration from SQL Server, SSIS, and SSRS to Snowflake and Sigma while maintaining legacy reporting operations. Designs data models, ETL pipelines, reports, dashboards, source-to-target mappings, and migration plans; validates reporting parity and coordinates phased cutovers. The role also provides client-facing technical leadership, troubleshooting, documentation, peer reviews, and ongoing support for banking data and reporting systems.