Engagement and Customer Service Partner

The Independent Contractor Engagement and Customer Service Partner in Anguilla is responsible for meeting objectives to support the Government Of Anguilla (GOA) and Anguillians in operation of the .ai country code top-level domain (.ai domain) . This partnership involves engaging with the GOA’s .ai team, .ai registrars and Anguillians to provide support with matters related to the .ai domain. In addition, this project requires supporting Identity Digital communication and Public Relations (PR) specialists with preparing materials, training and other duties in Anguilla as mutually agreed to by the Contractor and Identity Digital in writing.

The Contractor will interface with Identity Digital’s Registry Service Provider (RSP) team, other Technical and Business Management personnel as needed, to fulfill the scope of services.

The Contractor shall provide professional services to support the .ai domain ecosystem acting as the primary on-island resource for operational and stakeholder engagement.

• Serve as the primary operational point of contact for the GOA .ai team and coordinate with Identity Digital’s Customer Support and/or Technical Support Manager as necessary to complete deliverables.
• Manage all written and verbal inquiries from GOA, .ai registrars, and local Anguillian registrants.
• Provide weekly status reports to (or ad-hoc) the GOA team to report on TLD progress, registry health, and project milestones.

• Provide on-the-ground support to Identity Digital’s PR and Communication specialists. Required as needed to ensure that escalations are handled timely and appropriately.
• Draft, review, and coordinate communications between Identity Digital, GOA, and external stakeholders.
• Deliver technical demonstrations and presentations to external stakeholders (in-person or via web conferencing). Responsible for the preparation of the presentations.

• Develop and maintain business and technical requirement documents to satisfy GOA and RSP objectives.
• Prepare a variety of materials (e.g., reports, memos, letters, procedures, manuals, etc.) to document activities, provide written references, and convey information within deadlines and ensure accuracy. Review in advance with management to answer questions and incorporate feedback as needed.
• Participate in incident post-mortems and technical reviews to ensure service continuity.

• Location: Deliverables under this SOW require in-person stakeholder engagement in Anguilla. Contractor shall maintain a physical presence in Anguilla sufficient to fulfill the scope of services.
• Availability: The Contractor shall ensure deliverables are coordinated with the GOA’s operating schedule and with the Identity Digital Team.
• Travel: Domestic and international travel may be required to support Identity Digital initiatives.

To successfully execute this SOW, the Contractor shall maintain:

• Technical Proficiency: A minimum of 3 years in technical/customer support, ideally within the DNS or Domain Registry industry.
• Education: Bachelor’s degree in a relevant field (e.g., Information Technology, Business, Communications, Public Administration) or equivalent professional experience.
• Local Expertise: Proven experience navigating Anguillian government agencies or ministries is preferred.
• Professionalism: High-level verbal and written communication skills with a focus on detail-oriented technical competence. The Contractor shall demonstrate a track record of meeting project deadlines and maintaining stakeholder relationships.

• Legal
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  The Contractor must be legally authorized to work in Anguilla and have all permits,…