USAN, Inc.

Network Engineer

• Design, configure, test, and troubleshoot USAN’s routers, switches, and firewalls
• Produce network diagrams, IP engineering documentation, and related technical materials
• Program and troubleshoot Layer‑2 and Layer‑3 switching hardware
• Program and troubleshoot Cisco routing equipment
• Design, deploy, and troubleshoot firewall connectivity including access control rules, VPN, DMVPN, MPLS, and wireless technologies
• Participate in and follow established change management procedures
• Provide third‑level support for all network and firewall‑related issues
• Perform additional duties as assigned by department leadership

Analyst

• Lead Reinforcement Learning from Human Feedback (RLHF) cycles.
• Review AI-generated outputs and 'grade' them based on accuracy, empathy, and adherence to compliance protocols.
• Define and track AI-specific KPIs, such as Hallucination Rate, Refusal Rate, and Intent Accuracy, alongside traditional metrics like First Contact Resolution (FCR).
• Implement and monitor safety filters to ensure the AI remains neutral, avoids prohibited topics, and protects PII (Personally Identifiable Information).
• Partner with Subject Matter Experts (SMEs) in Legal, Compliance, and Operations to translate business policy into technical model constraints.
• Iterate on complex system prompts to guide LLM behavior for specific contact center use cases (e.g., automated summaries, live chat responses, and knowledge base retrieval).
• Identify and curate high-quality 'golden datasets' from historical call transcripts and chat logs to be used for fine-tuning and few-shot prompting.

GenAI Tuning Analyst

Sales Engineer

• 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
• 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

CCaaS Sales Engineer

Full-stack Engineer

• 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, as well as maintaining existing large data sets, and optimizing the high-volume queries consuming that data.
• Responsible for the creation, optimization, and maintenance of the daily reporting functionality.

Software Engineer – AWS Reporting, Recent Graduate

• Translate customer requirements in the form of Visio call flow, into application code
• Collaborate with Business Analyst and Quality Assurance team members
• Perform problem resolution for existing applications
• Make informed design and development decisions
• Collect, analyze, and summarize development and service issues for feedback to senior management
• Stay up-to-date on technology trends and best-practices

Software Engineer – Entry Level

Project Manager

• Performs initial review of new project requirements and identifies project components
• Gathers project assessments from various internal teams in order to prepare customer Quotes
• Schedules development tasks and generates project timelines
• Manages all aspects of the development cycle including technical design, development and quality assurance
• Manages all aspects of the User Testing cycle including issue documentation, tracking and resolution
• Coordinates production implementation scheduling, processing and handoff
• Interfaces directly with customers to clarify requirements, articulate project needs, and maintain the overall health of accounts

Technical Writer

• Capture business, functional and technical requirements form customers and internal Business Analysts
• Develop and maintain a library of technical documentation, specifications, and operations guides
• Creating Visio and Microsoft Word documents of business requirements, process flows, and automated call flows
• Translates technical information into clear, readable documents to be used by technical and non-technical personnel
• Proofreads and performs difficult and/or complex writing and editorial functions, including formatting and style sheet verification, copy editing, rewriting, revising, writing, proofreading, and production planning.
• Ensures consistency, clarity, and quality in and across all types of documentation
• Reviews content of technical documentation for quality

Software Engineer

• Translate customer requirements into technical requirements
• Collaborate internally in the SDLC with USAN project managers, business analysts, technical consultants, and Operations counterparts
• Develop, test, and maintain solutions for Amazon Connect and related services
• Perform problem resolution for existing solutions
• Make informed design and configuration decisions
• Stay current on upcoming Amazon Connect enhancements, features, and latest contact center trends