Vibrant

Research Scientist

• Design and conduct independent and collaborative research and evaluation studies supporting 988 Lifeline priorities
• Conduct quantitative and qualitative analyses using 988 Lifeline data, survey data, pilot data, and other relevant sources
• Analyze crisis service data to assess practices, outcomes, and opportunities for service improvement
• Design and support research, pilot studies, and evaluation activities using methods appropriate for crisis service settings
• Develop, refine, and evaluate surveys, measurement instruments, and other data collection tools
• Apply research frameworks and methods to assess effectiveness, feasibility, and quality of practices, interventions, and measures
• Support 988 departments in evaluation design, data collection, analysis, and interpretation of findings
• Maintain and update the biannual literature review, including evidence searches, study summaries, citation tracking, and synthesis of findings
• Prepare analytic summaries, reports, manuscripts, conference abstracts, presentations, briefs, and other dissemination materials
• Collaborate with Research and Evaluation colleagues, Lifeline departments, Data Analytics, Data Governance, and other internal partners
• Interpret findings considering operational context, research design, data quality, methodological limitations, and implications for practice
• Maintain transparent documentation of methods, analytic decisions, limitations, and findings
• Communicate status updates, analytic findings, limitations, risks, and potential roadblocks to the Lead Research Scientist

Customer Success Manager

• Lead CRM administration and support, including intake, triage, assignment, escalation, resolution, and stakeholder communication.
• Manage and develop CRM administrators through clear goals, workload planning, coaching, performance feedback, and cross-training.
• Maintain operating procedures for access, tickets, incidents, data changes, recurring maintenance, documentation, and vendor handoffs.
• Oversee users, roles, permissions, licenses, access reviews, and audit evidence in partnership with IAM and Security.
• Ensure administrative changes are documented, tested, approved, traceable, and completed through established change and release practices.
• Monitor service demand, capacity, ticket trends, org health, and operational risks; use findings to improve reliability and responsiveness.
• Partner with Product, Delivery, the Platform Engineer, and the Solution Architect to route and sequence work based on value, risk, dependencies, and capacity.
• Support Vibrant Emotional Health’s technology-enabled services and programs, including the 988 Lifeline network.

Manager, CRM

Full-stack Engineer

• Assist with UC platform development, design, and support
• Understand business processes and develop unit and integration test scenarios according to system requirements and business process changes
• Provide central support to core systems
• Design, configure, install, manage, and troubleshoot Genesys hardware and software
• Lead and coordinate Voice, Chat, SMS, and Video infrastructure and application deployments
• Provide high-level operational support and resolve escalated incidents
• Monitor Voice, Chat, SMS, and Video infrastructure capacity and performance
• Ensure compliance with Corporate Change Management policies and procedures for Voice and Video infrastructure
• Lead, coordinate, and manage service-provider activities
• Manage resources and project-related tasks for new deployments
• Provide operational readiness through engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
• Participate in planning, deployment, and support of Unified Communication systems
• Perform other duties as assigned

Senior Engineer, Unified Communications

Analyst

• Participate in planning and designing enterprise security architecture focused on Identity and Access Management
• Create enterprise IAM security policies, standards, baselines, guidelines, and procedures
• Participate in planning and designing business continuity and disaster recovery plans
• Design and implement access controls, authorization rules, and role-based access policies
• Design and implement role-based access policies using Okta, AWS, Azure, GCP, and Microsoft AD
• Maintain current knowledge of cybersecurity and IAM security solutions, processes, attacks, and threat vectors
• Recommend IAM security solutions and enhancements
• Deploy, integrate, and initially configure new and enhanced security solutions
• Collaborate with application owners and leadership on deploying, governing, and extending identity services
• Maintain security baselines using CIS and CSA frameworks
• Maintain operational configurations according to established baselines and best practices
• Monitor in-place security solutions for efficient and appropriate operation
• Review device logs and reports, interpret activity, and develop resolution plans
• Respond to tickets involving security concerns, vulnerabilities, and end-user issues
• Participate in investigations into problematic activity
• Participate in vulnerability assessments, penetration tests, and security audits
• Provide on-call support for end users and IAM security solutions
• Partner with AppDev to identify and remediate application vulnerabilities
• Review and process employee and department access requests for policy compliance
• Configure, maintain, and optimize IAM systems and related tools
• Enforce access-control policies and appropriate user access levels
• Manage user onboarding, role changes, offboarding, provisioning, and de-provisioning
• Review and audit IAM logs and record compliance, tracking, and reporting incidents
• Perform additional duties as assigned

IAM Analyst I

Support Engineer

• Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists
• Monitor ticket queues and ensure timely responses, resolutions, and SLA adherence
• Assist with escalations and ensure professional resolution processes
• Identify training needs and help develop growth paths for team members
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements
• Analyze support metrics and recommend process improvements
• Report team performance, escalations, and support trends to the manager
• Maintain and improve the internal knowledge base and workflow documentation
• Assist with scheduling to ensure 24/7 coverage
• Prioritize tickets based on urgency, impact, and SLA alignment
• Make staffing decisions for ticket volume and shift coverage
• Coordinate shift transitions with other supervisors
• Assign and prioritize daily tasks, incidents, and service requests
• Monitor workload distribution and timely ticket resolution
• Set performance expectations and conduct regular check-ins or huddles
• Manage programs/projects and implement work plans and objectives
• Monitor interim results and develop contingency plans
• Identify inefficiencies and report improvement recommendations to the manager

Research Scientist

Manager, CRM

Senior Engineer, Unified Communications

IAM Analyst I

Technical Support Supervisor