Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that 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 with Intradiem’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.
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