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Supports and enhances mainframe applications while coordinating with clients, account teams, and delivery resources. The role identifies solution opportunities, drives customer solution implementation, manages application improvements, and ensures projects meet stakeholder expectations. It requires strong expertise in COBOL, ADABAS, Natural, z/OS, CICS, TSO/ISPF, JCL, and application lifecycle management, along with project management, analytical, communication, and client relationship skills.

Develop, test, debug, and maintain software, focusing on complex components and production issue resolution. Participate in requirements definition, design and code reviews, technology evaluation, and technical problem-solving. Collaborate with operations and support teams, provide subject-matter expertise, and mentor junior engineers while contributing to software development projects and best practices.

Develop, maintain, test, and troubleshoot critical software components. Collaborate on requirements, design, coding, code reviews, architecture, production issue resolution, and documentation. Research emerging technologies, propose solutions, meet project deadlines, and mentor junior team members while working with senior engineers and support teams.

Designs and drives complex Data and AI solutions for enterprise clients, including cloud data architectures, pipelines, warehousing, governance, security, BI, AI/ML, and generative AI systems. Engages senior executives, supports sales and RFP responses, delivers technical presentations and demonstrations, develops proofs of concept, evaluates technology strategies, and mentors solution personnel. The role requires extensive data and analytics experience, pre-sales architecture expertise, strong communication skills, and the ability to travel up to 50%.

Leads business advisory and development strategy, manages business development professionals, builds client relationships, identifies growth opportunities, and supports market expansion. Analyzes market, competitor, regulatory, and technology trends to guide decisions, while partnering with sales, marketing, and senior leadership to achieve revenue targets and strengthen client offerings.

Manage multiple customer-facing software implementation, migration, and IT delivery projects through the full lifecycle. Responsibilities include planning schedules, budgets, forecasts, invoices, risks, issues, scope changes, stakeholder communication, project meetings, documentation, and delivery governance. The role coordinates technical teams and customers while ensuring contractual compliance, quality, deadlines, and customer satisfaction. Continuous improvement and occasional travel may be required.

Leads software reliability and performance engineering across legacy mainframe and modern AWS environments. Drives SLOs, observability, incident response, post-incident reviews, capacity planning, performance testing, automation, and architectural hardening. Diagnoses application, infrastructure, integration, and dependency issues using metrics, logs, traces, and tools such as Dynatrace. Partners with engineering, operations, delivery, and customer teams to reduce incidents and MTTR while improving scalability, availability, and end-to-end performance.

Supports and guides software engineers through development, code reviews, technical problem-solving, and project delivery. Collaborates on requirements, mentors team members, contributes to engineering strategy, manages assignments and resources, monitors timelines and budgets, and mitigates project risks. The role promotes innovation, collaboration, and continuous learning while supporting an ITAR-compliant client account.

Develops long- and short-term contact center workload forecasts, capacity plans, staffing scenarios, and optimized schedules. Analyzes forecast accuracy, staffing gaps, shrinkage, productivity, service levels, and operational constraints across multiple clients and business lines. Maintains forecasting models, assumptions, schedules, and governance documentation while partnering with Operations, Finance, Talent Acquisition, Training, Vendor Management, and leadership to improve workforce planning, cost efficiency, and service performance.

Supervises daily life insurance business process operations, leading teams, managing workloads and SLAs, monitoring quality and compliance, reviewing complex transactions, preparing KPI reports, and driving process improvements. The role requires extensive life insurance administration expertise, people leadership, operational controls knowledge, and collaboration with clients and internal stakeholders.