Operational Readiness Manager

• Experience administering NICE CXone or a comparable CCaaS platform, including Studio or equivalent scripting environments. • Experience in a banking, credit union, or financial services environment, with working knowledge of retail banking products and service processes. • Experience with IVR design and scripting, call routing architecture, and telephony configuration. • Experience building electronic signature or digital form workflows such as DocuSign. • Experience leading platform migrations or supporting new client implementations. • Familiarity with scripting or automation for internal tooling and reporting. • Relevant platform or conversational AI certifications. • Experience with JavaScript.

• Base salary range: $75,000-$85,000 annually • Annual cash bonus and equity eligibility, if applicable. • Remote Work Environment • Health, dental, and vision insurance, including HSA/FSA/DCA • 401(k) plan • Flexible time-off and company holidays • Additional paid volunteer day • Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance • Employee Assistance Programs [EAP] • Wellness programs • Growth and development programs Actual compensation will be determined based on relevant experience, skills, role scope, and location.

About Nymbus Nymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today’s digital marketplace. At Nymbus, we’re revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won’t just be part of a tech revolution; you’ll be at the forefront of it, driving innovation and delivering exceptional client experiences. Nymbus is building the next generation of fintech platforms, and that takes people who are ready to challenge convention, move with purpose, and reimagine what’s possible. We operate with an AI-first mindset across our business, continuously improving how we work, and the value we deliver to our clients. We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers. The journey to growth begins with doing something different. And that journey starts with the great people who make Nymbus. We challenge the status quo, question assumptions, and work together to turn bold ideas into meaningful progress. The Opportunity The Operational Readiness Manager owns the operational and technical foundation of the Digital Experience Center (DXC), a multitenant contact center supporting multiple financial institution clients. The role holds end to end accountability for the Contact Center as a Service (CCaaS) platform, conversational and agentic AI solutions, IVR architecture, digital form infrastructure, knowledge management, and the operational readiness of every client environment the DXC supports. This is both an ownership and a delivery role. The manager sets standards, defines architecture, and makes configuration and design decisions across the DXC technology stack, while also performing hands on build work in the CCaaS platform, IVR scripting environment, and conversational AI platform, where the manager is the primary builder of automated customer experiences. The role serves as an operational point of contact for financial institution clients, owns the vendor relationship for the contact center platform, and directs the work of the Operational Readiness Analyst. The position sits at the intersection of platform administration, solution design, client delivery, and process governance. Success requires deep technical fluency across multiple systems, sound judgment in a shared multitenant environment where a single change can affect several financial institutions, and the ability to translate client requirements into working configuration. What You Will Own 1. CCaaS Platform Ownership • Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments. • Design and maintain routing architecture, skills, queues, points of contact, hours of operation, agent capacity profiles, security profiles, and dispositions. • Establish configuration standards and govern how changes are proposed, tested, approved, and deployed across a shared multitenant environment. • Assess platform releases, evaluate new features, and determine which capabilities are adopted and how they are implemented. • Own platform incident response, including investigation, impact assessment, workaround decisions, and post incident review. • Author root cause analyses for platform and virtual agent incidents and drive corrective actions to closure. • Define and maintain operational frameworks such as incident severity scales, escalation paths, and readiness criteria. 2. IVR Architecture and Development • Design, build, and maintain IVR scripts and call flow architecture for all supported financial institution clients. • Own routing logic including menu structures, DNIS assignments, transfer paths, business hour and holiday behavior, and failover handling. • Govern the relationship between development and production script environments, including reconciliation and release control. • Determine call flow design in partnership with clients, balancing containment, customer experience, and operational capacity. • Maintain IVR documentation and call flow diagrams as the system of record for supported environments. 3. Conversational and Agentic AI Development • Own end to end design, build, and maintenance of conversational and agentic AI solutions across DXC client environments, from use case definition through production release. • Design conversation architecture, including intent taxonomy, dialogue flows, multi turn logic, context handling, slot filling, and disambiguation. • Build and curate training data, including utterances, entities, lexicons, and synonyms specific to banking products, terminology, and client naming conventions. • Configure knowledge sources for retrieval, including content ingestion, structuring, tagging, filtering, and client scoping, so responses are accurate, current, and limited to approved information. • Design and tune prompts, model instructions, tone, and persona, and configure guardrails that constrain automated responses within approved boundaries. • Build agentic capabilities that take action on behalf of customers, including integrations with core and ancillary systems, authentication handling, parameter validation, error handling, and secure data exchange. • Design identity verification and authentication flows within automated experiences in line with security, privacy, and compliance requirements. • Define escalation and live agent handoff logic, including confidence thresholds, fallback behavior, containment boundaries, and transfer of conversation context. • Build and maintain automated experiences across channels, including web chat, messaging, and voice, accounting for channel specific behavior, speech recognition tuning, and spoken response formatting. • Establish testing standards,