SDET

• We're seeking a Senior Software Development Engineer in Test (SDET) to scale our test infrastructure across our engineering organization.
• You'll play a dual role: building robust test frameworks in CI/CD pipelines, while writing and automating comprehensive tests that set the standard for quality across our products.
• Working across multiple product teams with diverse tech stacks, from modern React/Node.js applications to legacy systems undergoing modernization, you'll design and implement scalable solutions to complex automated testing challenges, such as browser-level cross-product testing, database migrations, and API integrations.
• The ideal candidate will be a force multiplier whose infrastructure work will accelerate dev teams’ own test automation, while leading by example through the high-value, complex tests you write yourself.

Senior Software Development Engineer in Test – SDET

Solutions Engineer

• Lead project management, system setup, and user training, helping communities leverage our software to address their clinical, operational, and business challenges.
• Handle and resolve issues as they arise, offering timely solutions while escalating high-risk items that may impact customer retention.
• Proactively identify and address potential churn risks, implementing effective mitigation strategies to ensure customer satisfaction and retention, all while maintaining a high standard of customer care and service.
• Drive rapid and successful system adoption by guiding customers through the launch phase and ensuring quick time-to-value.
• Provide expert product and service guidance to customers via phone, email, Zoom (on-camera), and on-site visits to ensure optimal use of the ECP software.
• Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress.
• Leverage CRM project management tools to track key project milestones, communicate internally, and ensure timely delivery of implementation tasks.
• Generate product & service reports by analyzing customer data, providing actionable insights to improve their experience.
• Collaborate with team members to achieve collective goals, contributing to the success of ongoing implementation projects and tasks.
• Serve as an advocate for customers' needs, collaborating with cross-functional teams including engineering, product management, customer success and support to deliver effective solutions.

Software Implementation, Training Specialist

Software Implementation Specialist

Customer Support

• Define operating frameworks, success measures, and communication flows that bring clarity across CX functions.
• Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams.
• Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling.
• Develop and maintain operating systems that support scale, consistency, and cross-team coordination.
• Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity.
• Provide a steady, professional presence for high-value customers, supporting escalations and driving resolution in a customer-centric manner.
• Oversee key moments in the customer lifecycle to ensure consistent, high-quality onboarding, adoption, training, and long-term success.
• Support enterprise account health by coordinating with internal teams to deliver on commitments and enable customer outcomes.
• Architect and drive improvements to customer-facing processes, helping teams diagnose challenges and design scalable solutions. Measure success of all process improvements.
• Coach and enable managers and team leads, providing guidance that strengthens their effectiveness and confidence.
• Reinforce and elevate the culture that makes ECP’s CX team strong with accountability, ownership, and customer-centricity at the center of what we build.
• Lead and coach structured management practices including goal setting, 1:1s, team communication practices, and performance expectations.
• Support teams through change, offering clarity and context during periods of growth and transformation.
• Drive alignment across teams so priorities, expectations, and success measures are consistently understood. and develop managers, offering guidance, frameworks, and coaching that elevate team performance.
• Build and refine processes that improve scale, efficiency, and quality across the CX organization and improve executive visibility.
• Establish tools, templates, and documentation that streamline workflows and create consistency.
• Monitor and interpret CX metrics, informing decisions and guiding team-level improvements.
• Champion improvements that enhance both customer experience and internal team experience.
• Ensure effective use of internal systems including CRM, project tools, dashboards, and communication platforms. Including implementing and adopting new systems as needed.
• Strengthen alignment with Product, Engineering, Sales, Finance, and Operations, supporting shared customer outcomes.
• Translate customer feedback into actionable insights for product and engineering teams.
• Partner with Sales & Account Management to ensure expectations set during the sales cycle translate into successful onboarding and adoption.
• Represent CX perspectives in internal discussions, ensuring customer needs and team realities are understood.

Senior Software Development Engineer in Test – SDET

Software Implementation, Training Specialist

Software Implementation Specialist

Senior Manager, Customer Experience