Systems Integration Engineer

Intradiem is a technology company on a mission to reinvent customer service through automation. The Systems Integration Engineer will lead technical discussions, manage SaaS integrations, and support project managers throughout the project lifecycle to design and implement solutions for clients.

Responsibilities:

• 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

Requirements:

• 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
• 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