• Provides guidance, expertise, and support to Engage fi clients by engaging as a strategic partner and acting as a training and contact center subject matter expert (SME) through critical transformation initiatives, including core and digital conversions, as well as mergers and acquisitions. • Responsible for assessing, designing, and implementing effective training and contact center strategies that ensure seamless transitions, optimize client experience, and maximize operational readiness. • Builds and maintains strong relationships with clients by uncovering and analyzing client needs, providing and recommending solutions, and guiding the process with internal key stakeholders to achieve clients’ goals and objectives. • Oversees complex client projects and applies Engage fi and industry best practices to execute on client strategies and implement project tactics to mitigate risk and ensure success. • Works with the project team and other EFI team members as needed to develop, customize, and maintain key project artifacts, such as RFPs and project timelines. • Maintains scope, schedule, and budget of projects, ensuring work is completed according to the plan/statement of work (SOW). • Facilitates project workshops, vendor sessions, and other critical project events and communications, chairs project meetings, and provides SME guidance to ensure project tasks are completed in a suitable and timely manner and risks, gaps, and issues are appropriately tracked, addressed, and escalated. • Develops and sustains relationships with key strategic vendors, studies and evaluates financial industry market trends, participates in solution demos, and remains abreast of vendor changes, key competitors, and key system updates and overall functionality in order to effectively and appropriately apply knowledge and insight to client projects. • Partners with clients to develop comprehensive training plans for frontline and back-office staff during core and digital platform conversions. • Provides guidance to conduct training needs assessments aligned with institution-specific goals and compliance requirements. • Provides guidance on training curricula and delivery methods (in-person, virtual, hybrid) tailored to bank/credit union operations and digital channels. • Evaluates existing contact center operations (staffing, technology, call flows, service processes) pre- and post-conversion. • Supports performance management strategies during transitional periods to reduce call abandonment rates and improve resolution times. • Accurately tracks and records project billing hours and budgets as directed in the appropriate technology/tool. • Mentors and trains other Engage fi team members as assigned to assist with learning best practices and processes.