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 technical discussions with clients throughout the project lifecycle.
Technical solution requirements gathering, design, and delivery.
Manage the implementation of SaaS integrations.
Troubleshoot technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
Understand and follow Intradiem’s and the customer’s change management process.
Proactively support and partner with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
Design and conduct Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
Develop and maintain technical documentation specific to the client in order to support Technical Delivery and integrations.
Work with internal teams to implement hot fixes and upgrades as necessary.
U.S. and International travel to customer sites as necessary, averaging 10%.
Conduct all business in accordance withIntradiem’s policies and procedures.
Perform all other duties as assigned.
Your Background:
Bachelor’s Degree in Science, Technology, Engineering, Mathematics, or equivalent experience.
Minimum 4 years of experience installing software solutions and integrating to 3rd party systems in a customer-facing position.
Experience working in or supporting Contact Center environments.
Experience working with ACD technology, call routing, and architecture.
Experience working with Workforce Management (WFM) systems.
Experience delivering technical implementations in a customer-facing position.
Experience implementing solutions in a SaaS-based environment.
Strong technical, analytical, and troubleshooting skills.
Relational database coursework and/or experience (MS SQL preferred).
Experience working with 3rd party software integrations.
Experience working with any of the following ACD providers: Cisco, Avaya, Genesys, and/or Aspect.
Experience working with any of the following WFM providers: Aspect, IEX, and/or Verint.
Familiarity with networking and using basic networking tools such as Ping, Ipconfig, and Telnet.
Work Authorization: Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
