USAN, Inc.

Customer Success Manager

• Own the day-to-day technical relationship for a portfolio of Amazon Connect customers, serving as their go-to resource for questions, guidance, and escalations.
• Proactively monitor customer environments and partner with internal teams to identify and resolve issues before they impact operations.
• Lead regular customer service review meetings to report on platform health, open items, upcoming changes, and improvement opportunities.
• Manage customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), ensuring USAN meets its commitments on every account.
• Act as Incident Manager during high-priority events — coordinating response, communicating status to customers, conducting after-action reviews, and delivering formal Root Cause Analysis (RCA) and Reason for Outage (RFO) reports.
• Coordinate change management activities, ensuring all platform changes follow proper approval and communication processes for both USAN and the customer.
• Advise customers on Amazon Connect best practices, new feature releases, and optimization strategies that align with their business goals.
• Collaborate with USAN's engineering, operations, and professional services teams to scope and deliver customer-requested enhancements and projects.
• Create and maintain clear, accurate operations documentation, runbooks, and support playbooks for each assigned customer.
• Identify and communicate customer expansion opportunities to the USAN customer success team based on evolving needs.

Customer Success Coordinator

DevOps Engineer

• Build and maintain AWS infrastructure using Terraform
• Develop automation tooling and internal platforms using Python, Go, and C#
• Support and improve CI/CD and deployment workflows
• Design and maintain secure cloud architecture
• Implement and troubleshoot authentication and federation technologies such as SAML and OIDC
• Support enterprise-grade Amazon Connect deployments and integrations
• Work with engineering teams to improve developer workflows and platform reliability
• Participate in operational support, troubleshooting, and production issue resolution
• Contribute to AI-assisted development and automation initiatives leveraging LLM technologies

Software Engineer – DevOps

Full-stack Engineer

• Expand and enhance our custom reports product which utilizes specialized databases, along with Tableau BI functionality to create detailed drillable reports.
• Work on a small team in a highly collaborative way to design, develop, test, tune, implement, and support database objects, and the associated scripts, using Exasol database.
• Heavily involved in creating new complex and high-volume functionality.
• Maintain existing large data sets, and optimize high-volume queries consuming that data.
• Responsible for the creation, optimization, and maintenance of the daily reporting functionality.

Software Developer, Recent Graduate

Technical Account Manager

CCaaS Technical Account Manager

Solutions Engineer

• Work directly with customers to understand their needs, map those needs to solutions, accelerate their projects and recommend best-practice architectures in line with their long-term business outcomes.
• Create compelling demos and deliver to customers and prospects, showcasing the power of USAN’s SaaS offering across a variety of industry use cases
• Demonstrating AWS and USAN products/assets within the Amazon eco-system, highlighting and emphasizing USAN’s value
• Lead discovery sessions, presentations, and workshops with prospects and customers
• Gather requirements for mid and large-scale Contact Center as a Service (CCaaS) transformation projects
• Demonstrate the value of USAN as a CXaaS consulting partner
• Create and modify Proposals and create responses to RFP’s working alongside the USAN customer success team
• Educate customers of all sizes on the value proposition across the AWS and USAN suite of services and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
• Own the technical relationship with the customer and operate as their trusted advisor; the best interests of the customer will shape the guidance you provide
• Create and capture best practices, technical content and new reference architectures (e.g. white papers, code samples, blog posts)
• Help maintain and update lead management, pipeline & forecasting in HubSpot
• Be liaison between the sales and the technical team to improve efficiency in customer sales responses and product improvements
• Provide customer feedback and solutions to product management to continue to advance our portfolio of CXaaS solutions

Customer Success Coordinator

Software Engineer – DevOps

Software Developer, Recent Graduate

CCaaS Technical Account Manager

CX Solutions Architect