Job Description:

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

As one of the largest EHR companies in the country, Qualifacts offers revolutionary support for behavioral health, human services, and rehabilitative services. The technology and solutions that we provide enhance how our customers deliver quality care, make it possible for them to achieve exceptional outcomes, and improve the lives of the individuals they serve. We draw upon 20 years of experience to inform our products and services, and the result is solutions that empower our customers to achieve interoperability goals, optimize efficiency, improve productivity, and maximize reimbursement.

Qualifacts supports three platforms: CareLogic, Credible, and InSync. The EHR platforms, each uniquely positioned, allow us to serve all segment sizes within the market.

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

This position is based in Vadodara, India as a permanent work-from-office role. The standard shift is 11:00 AM to 8:00 PM IST.

Key Responsibilities

Technical Leadership

Serve as a technical leader for production analysis and sustainment investigations across a complex healthcare technology ecosystem.
Guide engineers in investigation techniques, root cause analysis, code and data-flow analysis, hypothesis testing, and evidence-based conclusions.
Review investigation outcomes to ensure findings are technically sound, clearly documented, and actionable.
Act as an escalation point for complex or ambiguous issues requiring strong technical judgment.
Quickly learn and navigate existing systems, business processes, data models, integrations, legacy technologies, and healthcare workflows.
Build credibility through technical expertise while helping teams work effectively within a large and evolving codebase.

Operational Excellence & Continuous Improvement

Drive continuous improvement within the Engineering Triage function through process optimization, automation, knowledge sharing, and operational discipline.
Establish meaningful measures of productivity, throughput, backlog health, aging trends, investigation quality, and operational effectiveness.
Analyze ticket trends, recurring issues, and workflow patterns to identify opportunities for improvement.
Develop scalable approaches for reducing unnecessary engineering effort through documentation improvements, workflow enhancements, automation, AI-assisted processes, and improved intake quality.
Partner effectively with Engineering, Support, Product, and Operations teams to improve sustainment effectiveness and customer outcomes.
Advocate for process improvements when recurring issues, documentation gaps, or workflow inefficiencies negatively impact engineering productivity or customer experience.
Influence stakeholders across organizational boundaries through data, credibility, and effective communication rather than direct authority.

Analytics, Reporting, and Leadership Communication

Own and continuously improve dashboards, metrics, and reporting related to sustainment and technical triage operations.
Analyze operational data and translate metrics into actionable insights, recommendations, and priorities.
Create leadership-ready presentations, reporting, and updates that clearly communicate team performance, operational trends, risks, achievements, and improvement opportunities.
Communicate complex technical and operational information effectively to both technical and non-technical audiences.
Support leadership discussions by providing accurate metrics, analysis, recommendations, and operational context.
Present findings and recommendations confidently to managers, directors, and senior leadership when appropriate.
Help establish meaningful ways to measure and communicate the impact of AI-assisted workflows, automation initiatives, and operational improvements.

People Leadership and Team Development

Directly manage and develop a team of engineers responsible for technical triage and production analysis.
Provide coaching, mentorship, and actionable feedback that helps engineers improve technical capability, communication skills, and professional growth.
Foster a collaborative and supportive team culture where employees feel comfortable asking questions, sharing ideas, and seeking guidance.
Create an environment that encourages learning, accountability, continuous improvement, and mutual respect.
Balance coaching and support with clear expectations and accountability for results.

Required Qualifications

Bachelor's degree in Computer Science, Engineering, Information Systems, or related field; equivalent practical experience considered.
6-10+ years of experience in software engineering, production support, systems analysis, sustainment engineering, or related technical roles.
Demonstrated experience leading, mentoring, or managing technical teams.
Strong experience working within complex production systems containing multiple technologies, integrations, databases, and legacy components.
Strong technical understanding of software architecture, application troubleshooting, data analysis, and system behavior.
Demonstrated ability to quickly learn unfamiliar technologies, business processes, and domain-specific workflows.
Experience using metrics and operational data to drive decision-making and process improvements.
Excellent verbal, written, presentation, and stakeholder communication skills.
Strong organizational and problem-solving skills with the ability to manage competing priorities in ambiguous environments.
Ability to influence outcomes and drive improvements across teams without direct authority.

Preferred Qualifications

Experience using Azure DevOps for work item management, dashboard creation, operational reporting, or backlog analysis.
Experience building and maintaining engineering dashboards, KPI reporting, or operational analytics.
Experience evaluating, implementing, or measuring AI-assisted engineering workflows.
Experience within behavioral healthcare, healthcare, EHR, clinical, or other highly regulated software environments.
Experience leading support, sustainment, technical triage, production analysis, or operational engineering functions.
Experience driving cross-functional improvements involving Engineering, Product, Support, and Operations teams.

Leadership Behaviors Essential for Success

Enjoys tackling unfamiliar technologies, complex systems, and ambiguous problems, approaching them as opportunities to learn, understand, and improve.
A coaching-oriented leadership style focused on developing people and increasing team effectiveness.
Data-driven decision making balanced with practical business judgment.
Strong ownership mindset focused on outcomes rather than organizational boundaries.
Ability to identify root causes behind recurring operational challenges and drive sustainable improvements.
Confidence to challenge assumptions and advocate for necessary changes through collaboration, evidence, and constructive influence.
Clear, concise, and credible communication with engineers, stakeholders, leadership, and cross-functional partners.
A collaborative approach that builds trust and encourages partnership across teams.

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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