Intradiem

Compensation

Full 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). Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren. ​Your Role: ​Support technical discussions with current and future clients during Technical Design. ​Seek to understand the customer environment in detail in order to ensure integration compatibility. ​Communicate integration prerequisites and documentation. ​Leads discussions regarding network and security requirements with current and future clients. ​Discuss software and hardware requirements with current and future clients. ​Accurately track and communicate prerequisite status internally and externally. ​Proactively drive internal and external resources to complete all technical design tasks within SLAs to support client implementation. ​Understand and follow Intradiem’s and the customer’s change management process. ​Proactively supports and partners with the Project Managers, Implementation Consultants and Success Managers. ​Complete validation of completed technical prerequisites including validating connectivity. ​Develop and maintain technical documentation specific to the client. ​Facilitate handoff to the Technical Delivery team. ​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 2 years of experience working with and/or supporting Contact Center technology. ​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 and analytical 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 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.