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.
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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.
Job Title: Systems Integration Engineer
Location: US Remote
Reports To: Manager of Systems Integration Engineering
What Need Can You Fill?
The Systems Integration Engineer (SIE) is responsible for working with mid-level to large clients to install, integrate, and configure the Intradiem platform within the client environment. The SIE will act as the customer-facing, technical point of contact throughout the project lifecycle. During implementation, the SIE is responsible for configuring and troubleshooting integrations with the client’s ACD, WFM, KPI, UMA, LMS systems and agent desktops. Post implementation, the SIE will provide support for technical issues, hot fixes, upgrades, and client follow up.
What Will You Be Doing?
- Leads technical discussions with clients throughout the project lifecycle.
- Manages the implementation of all integrations.
- Troubleshoots technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
- Understands and follows Intradiem’s and the customer’s change management process.
- Proactively supports and partners with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
- Designs and conducts Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
- Develops and maintains technical documentation specific to the client in order to support technical delivery and integrations.
- Works with internal teams to implement Hot Fixes and Upgrades as necessary.
- Learns from and receives guidance from Senior SIE and peer resources.
- and International travel to customer sites as necessary.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
What Will You Need To Succeed?
- Strong technical, analytical, and troubleshooting skills.
- Proven experience in problem analysis and resolution of complex software issues.
- Experience supporting ACD and Workforce Management Systems in a Contact Center environment.
- Experience working with 3rd party software integrations.
- Ability to travel to customer sites to complete necessary implementation work and Systems Integration Testing (SIT).
- Experience with computer networking and communications.
- Ability to prioritize competing tasks in a fast-paced, dynamic environment.
- Innovative thinker who is positive, proactive, and readily embraces change.
- Strong communication skills with the ability to convey complex or highly technical issues concisely and effectively.
- Proactive self-starter requiring little direction and supervision.
- Relational database experience (MS SQL and MariaDB preferred).
- Familiarity with Windows Server and related tools.
- Ability to read and troubleshoot XML and Java.
Other Requirements:
- Minimum 4 years’ experience installing software solutions and integrating to 3rd party systems in a customer facing position.
- Bachelor's Degree in Science, Technology, Engineering, Mathematics preferred, or equivalent experience.
- Experience implementing solutions in a SaaS-based environment.
- Ability to travel to internal in-person company events 3-4 times per year.
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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.