​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. ​