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Conduct thorough searches of US county, state, and federal court portals to locate criminal case records, extract charge and disposition details, verify identifiers to avoid false positives, and accurately enter findings into a proprietary background screening platform while meeting daily production targets and maintaining FCRA-compliant confidentiality.

Design and own end-to-end AI agent architectures and orchestration for support experiences. Define prompting, persona, escalation/handoff logic, RAG integrations, governance, and evaluation frameworks. Collaborate with engineers, knowledge leads, and PMs to implement, test, and iterate conversational AI solutions aligned to customer experience and compliance.

Lead strategy, roadmap, and delivery for SaaS products in digital transaction management and contract lifecycle management. Drive discovery with customers, define requirements, prioritize roadmaps, collaborate with Engineering/Design/QA/Sales, and support go-to-market and platform modernization. Incorporate AI-enabled tools and identify product opportunities to increase customer value and commercial growth.

Lead strategy and roadmap for AI-powered self-service and in-product chat support. Design and iterate AI interaction flows, partner with AI engineers and knowledge teams, define success metrics (CSAT, deflection, resolution), gather customer insights, and manage lifecycle from ideation to launch across global products.

Lead and manage a client support team to meet KPIs and SLAs, own escalations, recruit and develop analysts, run quality audits, drive process improvements, and collaborate cross-functionally to resolve client issues.

Process and manage billing for assigned MRI Software verticals, coordinate with Finance, Legal, and Sales on deals, renewals, and disputes, maintain billing system data, resolve billing issues, track revenue and deferred revenue impacts, and recommend process improvements.

Mid-level Software Engineer responsible for designing and delivering .NET Core/MVC application components, API and low-level design, mentoring juniors, writing testable code, troubleshooting performance and security issues, contributing to CI/CD, and using AI tools to accelerate development within Agile teams.

Lead site operational execution for a Global Delivery Center, managing day-to-day support operations, SLA attainment, productivity, QA, escalations, staffing, and workforce coordination. Develop leaders, drive process standardization, adopt AI-assisted support tools, report performance to senior leadership, and implement continuous improvements to improve retention, engagement, and operational maturity.

Provide primary client support for MRI Software users: troubleshoot and resolve software issues across phone/portal/chat, document cases, communicate status, and maintain high client satisfaction.

Manage accounts receivable by contacting customers to collect balances, reconciling ledgers, investigating discrepancies, resolving disputes, updating account records, and supporting departmental projects and cross-training.