Job description
Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.
Who We Are
Intradiem is a technology company on a mission to reinvent customer service through automation.
What We Do
We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.
How We Work
We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.
Our Culture
We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.
Our Values
We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
- Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
- Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
- Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead multiple teams of developers (onshore and offshore) to deliver the features defined as the development sprints
- Manage priorities and remove blockers for multiple scrum teams
- Provide technical guidance to team members by providing design feedback and by providing code samples when necessary
- Perform occasional code reviews to validate that coding standards are being followed and to ensure high quality code is being produced
- Collaborate with product management and architecture teams to break down requirements and design documentation into planned sprint work
- Facilitate discussions between development team members and key stakeholders to remove ambiguity in requirements
- Act as a coach for team members on process and procedures, relation building teams, ability to resolve team grievances.
- Research product development options, technologies, and provides analysis for product direction
- Conduct all business in accordance with Intradiem policies and procedures
- Serve customers and internal personnel as a subject matter expert (SME) for responsible areas of the product. Be able to interface with customers during technical discovery sessions to understand technical needs and during product issues demonstrating with confidence that the root cause is understood and that the appropriate corrective action is/has being/been taken.
- Provide product training and documentation to support internal customers
Requirements and Qualifications:
- Excellent verbal and written English communication skills, impeccable organizational and time management skills
- Ability to multitask between projects with minimal loss in productivity
- Strong knowledge of object-oriented programming and data structures
- Ability to write production-ready code in one or more object-oriented programming languages
- Strong understanding of SDLC processes and ability to identify areas for improvement in tailored processes
- Familiarity with CI/CD concepts
- Fluency in Web Services standards, technologies, tools (e.g. XML, SOAP/REST, etc.), and enterprise class implementation
- Understanding of enterprise integration patterns (EIP)
- Design Patterns – Thorough understanding and ability to implement code using common design patterns
- Experience with working with multiple Scrum teams in a variety of different technical functions, different cultures, local, on-shore and offshore resources
- Strong understanding of call center technology (ACD, WFM) preferred
- Bachelor’s degree in Computer Science (or related field) or equivalent work experience
- Master’s degree in computer science (or related field) preferred
- 7-10 years of experience developing enterprise software
- 5+ years in a management position leading teams of software engineers
Work Authorization: Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.
Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
