ImageTrend

QA Engineer

• Lead enterprise deployment operations across all product lines, including CI/CD pipeline strategy, release management, infrastructure-as-code practices, and deployment processes, ensuring secure, scalable, highly available environments and minimizing customer impact during releases and system updates
• Direct and develop Deployment, Systems Engineering, Database Administration, and Quality Assurance teams to support cloud and on-premise environments, strengthen operational excellence, and ensure reliable delivery of products and services across the portfolio
• Drive the transformation of the Quality Assurance function by establishing an automation-first testing strategy, expanding automated test coverage, reducing regression testing cycles, implementing staging and performance testing environments, and leveraging AI-assisted testing capabilities to improve quality, efficiency, and defect detection
• Oversee internal technology operations, including business application provisioning, employee systems, networks, endpoint management, security controls, infrastructure capacity planning, cost optimization initiatives, and technology vendor relationships to support organizational performance, scalability, and security requirements
• Establish and monitor operational and quality performance standards, including SLAs, SLOs, uptime, deployment frequency, change failure rates, quality metrics, testing effectiveness, incident response, and other key performance indicators to support business objectives and continuous improvement
• Partner closely with Product, Engineering, Security, and Technology leadership to embed quality and reliability practices throughout the software development lifecycle, promote shift-left testing methodologies, and ensure alignment between business priorities and technology delivery
• Partner with Security, Compliance, and Technology leaders to ensure infrastructure, deployment processes, and quality practices support organizational security, privacy, regulatory, and compliance requirements.
• Develop and manage departmental budgets, workforce planning, organizational design, and technology investments, ensuring resources, tools, and processes effectively support business growth and operational objectives
• Oversee disaster recovery, business continuity, backup, and resiliency strategies to ensure business-critical systems remain available, secure, and recoverable
• Establish and evolve operating models, governance structures, decision-making processes, service ownership expectations, and accountability frameworks across Deployment and Quality Assurance functions
• Foster a culture of accountability, collaboration, customer focus, innovation, and continuous improvement while mentoring leaders and team members, establishing clear ownership models, and promoting effective cross-functional partnership across Deployment, Quality Assurance, Engineering, and Product organizations
• Communicate deployment, operational, and quality strategies, performance metrics, risks, roadmaps, and transformation initiatives to executive leadership and key stakeholders, providing visibility into progress, outcomes, and future opportunities
• Travel to orientation, industry or company events, or other onsite meetings as required
• Perform additional duties or tasks as assigned

Senior Director – Deployment, Quality Assurance

Customer Support

• Acquire in-depth knowledge of ImageTrend products and service offerings to support our clients and troubleshoot their issues, including answering incoming calls, emails or chat questions from customers
• Resolve issues immediately, or if more information is needed, track and follow through on open issues to ensure escalation and eventual resolution within agreed upon SLA’s
• Proactively communicate updates and follow up with the customer or internally as needed until the issues is resolved, including owning the communication process and ensuring the CRM, ticketing, or other internal systems are updated according to standard procedures
• Collaborate with others in Support and other cross-functional teams as needed to escalate, follow up, progress, or solve client issues
• Consistently interact with customers in a professional, productive manner that enhances customers’ experience with ImageTrend
• Assist with testing and duplicating unknown software and hardware problems reported from the customer-base as needed
• Complete special projects and tasks as assigned
• Develop an understanding of the business processes ImageTrend products support
• Travel to orientation, industry or company events, and other onsite meetings as required
• Additional duties as assigned

Support Specialist

Technical Customer Success

• Assists clients through planning, development, training and execution of delivery for ImageTrend technical solutions, including integration setup, configuration services and cancellations
• Designs & maintains client implementation schedules, ensuring high quality delivery and compliance to timeframe and requirements by collaborating with stakeholders for all implementation processes
• Ensures all implementation requirements, objectives, obstacles, and delays are properly documented in all systems of record, including time worked in implementation ticket and closing any project documentation or submission of milestone invoicing as required
• Contributes to the ongoing maintenance of departmental procedures, CRM or other systems of record, internal demo sites and other internal products used
• Establishes and maintains great relationships with clients, providing timely, informed, reliable and professional advice about our solutions, and keeping all stakeholders internal or external updated on project status
• Conducts onsite and virtual training with clients during the implementation process
• Ensures successful pass off to Support or other teams as appropriate after delivery of implementation or project services have been completed
• Works collaboratively and effectively with customer success teams and other departments to proactively coordinate resources, tasks and create alignment across all teams ensuring a positive client experience and escalating issues as appropriate
• Presents or teaches at industry conferences, events and other tradeshows, or meetings as required
• Reviews and advises on updates to instructional and technical documentation to ensure clarity, accuracy, accessibility and ease of use to improve and maintain internal and external documentation, product requirements, release notes, screenshots, diagrams and screencast videos
• Travel to orientation, industry or company events, or other onsite meetings as required
• Perform additional duties or tasks as assigned

Technical Implementation Specialist

Implementation Specialist

• Assists clients through planning, development, training and execution of the ImageTrend products
• Designs & maintains implementation schedules and ensures compliance to timeframe and requirements by collaborating with stakeholders for all implementation processes
• Ensures all implementation requirements, objectives, obstacles, and delays are properly documented, including time worked in implementation ticket
• Provides assistance in scoping projects to aid in developing proposals & contracts.
• Maintains/contributes to the ongoing maintenance of departmental OneNote, internal demo sites and other internal products used
• Establishes and maintains great relationships with clients as a trusted advisor, providing informed, reliable and professional advice about our solutions
• Conducts onsite and virtual training with clients and presents or teaches at the Annual Connect Conference and other tradeshows, conferences or meetings as appropriate
• Works collaboratively and effectively with other customer success teams or departments as needed to create alignment across all teams ensuring a positive client experience
• Reviews and advises on updates to instructional and technical documentation to ensure clarity, accuracy, accessibility and ease of use to improve and maintain internal and external documentation, product requirements, release notes, screenshots, diagrams and screencast videos
• Travel to orientation, industry or company events, or other onsite meetings as required
• Perform additional duties or tasks as assigned

Implementation Specialist, I

Project Manager

• Manages assigned projects with time-bound deliverables including projects aligned with current and future product offerings
• Develops comprehensive internal and client facing project schedules and work plans, as well as participates in all relevant meetings and actions to complete projects assigned
• Tracks project performance from initiation through deployment, ensuring milestones are met and keeping internal stakeholders informed.
• Predicts and proactively requests resources needed to reach objectives, while managing resources in an effective and efficient manner
• Plans and executes client facing product transitions
• Plans and executes new product roll outs & product deprecation with appropriate ImageTrend stakeholders
• Designs risk mitigation plans for client service projects assigned
• Optimizes and improves processes and overall approach for existing processes
• Acts as project manager for smaller products that don’t require full-time management
• Creates and maintains all required documentation for projects
• Works with Data Specialists to help plan and coordinate large scale projects regarding data compliance and quality
• Travel to orientation, industry or company events, or other onsite meetings as required
• Performs additional duties as assigned

Senior Director – Deployment, Quality Assurance

Support Specialist

Technical Implementation Specialist

Implementation Specialist, I

Customer Success Project Manager