Kobie

SDET

• Enable teams by providing the environment and knowledge to run a robust quality program
• Perform software tests where appropriate
• Shift quality left in the development process
• Automate tests and improve key quality metrics
• Guide the software engineering team on its continuous improvement journey
• Enable engineering teams to thoroughly test their own code through tooling, piloting, advocacy, and education
• Demonstrate continual, meaningful software quality progress
• Build software that delivers customer loyalty experiences for millions of customers of leading brands
• Deliver software more predictably, reliably, and with higher quality

Software Engineer

• Participate in all phases of Agile methodology, including planning, grooming, and coding sprint items
• Gain knowledge and control of loyalty platform integration points, including live APIs, batch processing, and queue-based processing
• Participate in design sessions and work with product owners and team members to solve acceptance criteria
• Build and maintain configuration and business logic rule documentation
• Assist team members through coaching and mentoring
• Promote and demonstrate good coding practices and patterns
• Set accurate time estimates and scope of work for assigned tasks and projects
• Fill information gaps as needed to accomplish work
• Develop simple solutions to complex problems
• Suggest innovative ways to improve processes and work components
• Work effectively with other groups and third parties

Call Center Representative

• Provide day-to-day tactical management and execution of a Tier 1 contact center supporting multiple clients’ loyalty program customers by phone, email, and chat
• Translate organizational strategic goals into tactical deliverables
• Provide guidance, assistance, coaching, and feedback to the supervisory team
• Ensure service levels and customer satisfaction goals are consistently met
• Learn and maintain knowledge of client loyalty program guidelines
• Meet client service-level and customer-satisfaction requirements
• Serve as a resource for team questions and assistance
• Conduct call, email, and chat calibration sessions with the supervisory team
• Establish short-, mid-, and long-term performance goals with supervisory staff
• Develop supervisor skillsets and prepare staff for future roles
• Manage queue service levels and agent schedules
• De-escalate customer situations through communication and problem-solving through resolution
• Ensure adherence to company policies and procedures
• Collaborate with internal and external customers and clients to identify and resolve trends and emerging issues
• Build team morale through daily interaction with agents
• Develop and deliver center activity reporting

Manager, Contact Center Operations

Account Manager

• Serve as the primary day-to-day client partner and operational lead for a key enterprise account
• Manage priorities, timelines, dependencies, risks, and client communications across workstreams
• Deliver cross-functional insights, recommendations, thought leadership, and feedback
• Own Client Services planning cadence, including 90-day planning, client touchpoints, executive check-ins, and EBRs
• Prepare meeting agendas, follow-up reports, client presentations, weekly updates, and correspondence
• Develop and operationalize account plans and strategic and technical roadmaps
• Coordinate gamification initiatives from concept through launch
• Connect client business needs to loyalty technology platform capabilities
• Partner with Strategy and Decision Sciences on loyalty insights and recommendations
• Manage client requests, scope changes, risks, and issues through resolution
• Identify project risks, dependencies, and delivery challenges
• Own project estimates, timelines, and resource plans
• Support account financial health through resource allocation, forecasting, invoicing, profitability, and growth opportunities
• Collaborate with Strategy, Decision Sciences, Creative, CRM, Product, Technology, Development, QA, and other cross-functional teams

SDET

Software Engineer

Manager, Contact Center Operations

Senior Account Manager