About this role
Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you. Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters.
Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years! Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back! Are you ready to make your mark?
About the Role
- The Implementation Engineer (Integrations) designs, builds, and supports IVR and API integrations for enterprise contact center environments.
- This role works directly with customers to gather requirements, design call flows, and connect internal systems with third-party services such as CRM platforms, billing systems, and payment services.
- The position combines hands-on integration development, solution consulting, and troubleshooting to deliver reliable, scalable solutions and successful customer deployments.
- Analyze customer contact center configurations, data extracts, and call flows to plan for the API integration Gather and document customer requirements for API integrations, evaluate system readiness, and define scope, deliverables, and API integration timelines.
- Build integrations between Intermedia contact center platform and third-party services using APIs, including CRM, billing, and payment platforms.
- Read API documentation and design authentication, requests, data mappings, retries, and error handling; validate authentication and connectivity using tools such as Postman.
- Create and maintain backend services, webhooks, middleware, and automation workflows that support customer implementations and ongoing data exchange.
- Transform and synchronize data across systems, including mapping and validating customer records between CRM platforms, billing systems, and internal databases.
- Design and implement API-driven IVR call flows, including data collection, menu design, conditional routing, and payment integrations; guide customers in creating efficient, user-friendly experiences.
- Work with product, backend engineering, security, support, and vendor teams to clarify requirements, resolve technical constraints, and implement integrations with cloud services such as Azure or AWS.
- Write and maintain automated tests, integration documentation, and operational runbooks covering configuration, deployment, monitoring, and recovery.
- Troubleshoot integration failures, latency, and data quality; lead troubleshooting of production incidents and complex issues across APIs, IVR platforms, CRM systems; Apply security practices including OAuth 2.0, secrets management, and encryption.
- Lead technical design discussions and provide professional services and consulting for large and strategic customer accounts throughout implementation.
- Provide post implementation escalation support to ensure stability and successful adoption.