Gainwell Technologies

Analyst

• Support the execution and optimization of enterprise Verint Performance Management and Speech & Text Analytics capabilities
• Translate business, operational, and performance requirements into clear, governed system configurations
• Partner with Product Experience Owners (PXOs), operational leaders, reporting, enablement, and technology teams
• Configure KPIs, scorecards, performance hierarchies, and dashboards within Verint Performance Management
• Gather, analyze, and document detailed business and functional requirements
• Maintain documentation to support auditability, knowledge transfer, and reduced single point dependency

Operational Analyst – Verint Analytics, Performance Configuration

• Support the execution and optimization of enterprise Verint Quality Management (QM) and Automated Quality Management (AQM) capabilities within the Performance Enablement Organization (PEO)
• Translate business, operational, and compliance requirements into clear, well‑documented system configurations
• Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation
• Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency
• Partner with Quality leaders and operational stakeholders to understand business needs
• Gather, analyze, and document detailed business and functional requirements

Operational Analyst – Verint Quality Execution

Security Engineer

• Provides engineering analysis, design and support for firewalls, routers, networks and operating systems.
• Performs vulnerability scans using vendor utility tools.
• Monitors security audit and intrusion detection system logs for system and network anomalies.
• Monitors user access process to ensure operational integrity of the system.
• Enforces the information security configuration and maintains system for issuing, protecting, changing and revoking passwords.
• Develops technical and programmatic assessments, evaluates engineering and integration initiatives and provides technical support to assess security policies, standards and guidelines.
• Implements, enforces and communicates security policies and/or plans for data, software applications, hardware and telecommunications.
• Performs product evaluations, recommends and implements products/services for network security.
• Validates and tests security architecture and design solutions to produce detailed engineering specifications with recommended vendor technologies.
• Develops, tests and operates firewalls, intrusion detection systems, enterprise anti-virus systems and software deployment tools.
• Reviews and recommends the installation, modification or replacement of hardware or software components and any configuration change(s) that affects security.
• Provides enforcement of security directives, orders, standards, plans and procedures at server sites.
• Ensures system support personnel receive/maintain security awareness and training.
• Maintains data and communicates to management the impact on business/customer caused by theft, destruction, alteration or denial of access to information.

Senior Information Security Engineer

Financial Planning and Analysis

• Manage the annual budget and monthly forecast process and interpret, summarize, and upload this information to financial systems
• Prepares relevant presentations of this information to support business decisions and communicate with management, finance leadership, and the corporate office
• Performs complex financial analyses including budgeting, trend analysis, forecasting, and financial modeling; develops and implements cost distribution methods and reviews journal entries to meet business needs
• Monitors division and department adherence to approved budget to ensure compliance
• Coordinates, compiles and presents variance analysis along with conclusions to management monthly
• Makes recommendations for financial planning as appropriate to meet business needs
• Analyzes budget, monthly forecast and other financial information and prepares presentations with recommendations to senior management and corporate office; regarding financial issues
• Make recommendations for process or procedural changes, including training documentation and presentation to other organizations
• Ensure processes and procedures are documented and reviewed/updated on a regular basis
• Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility

Finance and Accounting

Pharmacist

• Review Prior Authorization requests from medical professionals to ensure alignment with Preferred Drug List (PDL) criteria and current clinical guidelines
• Support Peer to Peer discussions with medical providers to discuss Prior Authorization reviews
• Collaborates on the refinement of consultation scripting; solicits and utilizes input from those contacted toward scripting improvements
• Contributes to the success of the Clinical Call Centers and Prior Authorization department by assisting with the implementation and management of both written and verbal communications to members and physicians
• Is available for consultation on pharmacy-related questions and issues for others within the organization
• Contributes to program improvements by using continuous quality improvement processes

Prior Authorization Pharmacist

Manager

• Cultivate client relationships and be the voice of Gainwell as a trusted advisor and thought leader
• Manage the operations of your account, including SLAs, security remediation, outage management, resource oversight, staffing, project health, implementations, and quality assurance
• Understand the data and own the outcomes for your client
• Develop a client-centered innovation agenda to proactively engage with client on their business needs and goals
• Harness Gainwell innovative spirit to meet and exceed contractual commitments
• Guide and mentor the delivery and operations team for your account
• Manage the financial quality of the account

Account General Manager

Software Engineer

• Develop your career as you support Gainwell’s focus on creating innovative, purpose-built technologies and solutions to deliver better health and human services outcomes
• Codes, tests, debugs, implements, and documents programs
• Assists in the modification of company products and/or customer/internal systems to meet the needs of the client and/or end-user
• Gathers information from the system, analyzes program and time requirements, and prepares documentation to change existing programs
• Researches and analyzes existing systems and program requirements, under periodic supervision
• Designs programs for projects or enhancements to existing programs
• Writes specifications for programs of low to moderate complexity
• Assists in resolving production support problems
• Develops and suggests alternative approaches to resolving problems
• Develops test plans to verify logic of new or modified programs
• Identifies issues as appropriate
• Creates appropriate documentation in work assignments such as program code, and technical documentation
• Conducts quality assurance activities such as peer reviews

Batch Developer, UNIX, C, SQL

Operations

• Provide operational product experience ownership for the enterprise Verint Operations Manager platform within the Performance Enablement Organization (PEO)
• Own and manage the operational roadmap for Verint Operations Manager, including workflow standardization and optimization initiatives
• Define enterprise standards for task design, workflow structure, prioritization, and execution governance
• Translate operational execution requirements into platform capabilities, configuration standards, and system requirements
• Ensure operational workflows align with performance, compliance, and service-level expectations
• Maintain strong documentation discipline, including operational standards, configuration guidance, and platform runbooks
• Serve as a trusted advisor and subject matter expert to operational leaders and execution teams
• Act as the primary liaison between CX stakeholders and Technology Product Owners, ensuring shared understanding of business needs, performance intent, and platform capabilities
• Partner with Technology Product Owners during sprint planning, backlog grooming, and delivery execution
• Review analyst and vendor deliverables for quality, alignment to standards, and operational feasibility
• Provide guidance and mentorship to Operational Analysts supporting Operations Manager initiatives
• Communicate complex quality and analytics concepts in clear, executive ready language to support leadership decision making
• Operate effectively in an agile, matrix based environment

Product Experience Owner – Verint Operations Manager

Project Manager

• Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementations
• Define project scope, objectives, success criteria, and deliverables, translating business goals into actionable work plans and measurable milestones
• Develop and manage integrated project plans, ensuring alignment across business, operational, and technology teams
• Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverables
• Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions
• Validate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-live
• Coordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomes
• Partner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements
• Identify, assess, and proactively mitigate risks across operational and technology dependencies
• Lead governance routines, including executive status reporting, risk escalation, and decision-making forums
• Communicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clients
• Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes
• Contribute to the development and standardization of CX launch frameworks, playbooks, and reporting practices
• Mentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagement

CX Project Manager

ServiceNow

• Participates in establishing the principles, directions and standards related to the information system framework at the program/project level to meet business needs
• Participates in defining the specific components of the information system solution and the resulting relationships to ensure alignment with the overall system
• Recommends program/project release schedules based on knowledge of software development life cycle
• Works in conjunction with clients to eliminate gaps and inconsistencies in the initial information system architectures
• Facilitates reduced risks to the client by ensuring adherence to information solution architectural requirements

Advisor, Information Systems Architect – ServiceNow

Director

• directs enterprise experience optimization and adoption for customer experience (CX) performance platforms
• leads the business-side strategy for adoption, governance, optimization, and value realization across platforms
• partners cross-functionally to align platform configuration, adoption practices, leader routines, and analytics
• develops and oversees the enterprise experience optimization and adoption operating model
• defines governance routines, adoption gates, intake and prioritization processes
• leads the business-side adoption and optimization lifecycle for Verint, telephony, and related CX platforms
• partners closely with PEO functional leaders, CX leadership and technology teams
• establishes adoption gates and success measures for each platform and module
• builds trusted relationships with business, operations, and frontline leaders
• creates and enforces standards for tool usage, workflow design, configuration intent, and ongoing optimization
• owns the optimization backlog in partnership with PEO functional leaders

Director, Experience Optimization, Adoption

• Codes, tests, debugs, implements, and documents programs
• Assists in modifying company products or customer/internal systems
• Gathers information from the system and analyzes program requirements
• Develops test plans to verify logic of new or modified programs

Senior Batch Developer, UNIX/C/SQL

• Codes, tests, debugs, implements, and documents programs
• Assists in the modification of company products and/or customer/internal systems
• Gathers information from the system, analyzes program and time requirements
• Designs programs for projects or enhancements to existing programs
• Creates appropriate documentation in work assignments such as program code, and technical documentation

Business Analyst

• Analyze, plan, design, document and make recommendations to improve business processes to support client’s technological aspirations
• Be a supportive bridge between clients, project managers and technical personnel to define, track and communicate business requirements and their expected impact by building basic conceptual data and process models
• Create, execute or analyze basic test scenarios to verify that client requirements are built into system design
• Ensure that “intent of change” is carried out through every project phase by participating in technical reviews and inspections

• Assist in keeping projects moving as Gainwell helps clients deliver better health and human services outcomes through technology and innovation
• Project Manage multiple Coordination of Benefits (COB) projects, driving accelerated implementation growth
• Lead one or more large project management teams by breaking down bigger technological programs and assisting with project staffing development
• Spearhead project planning, tracking and oversight of projects, and assigned staff as required, by providing direction and deadlines to ensure quality and timely completion of tasks
• Communicate with the client, company and project team leadership, measuring and sharing project metrics/status; recommend program changes as needed
• Create project schedules, program definitions, budgets and objectives to ensure the quality of project deliverables across all phases
• Actively project manage across non-direct reports by quickly escalating any risks and implementing risk mitigation solutions
• Support Gainwell’s growth as you prepare and assist with new proposal efforts, business development, and departmental process improvements