[Remote] Senior Systems Integration Engineer at Intradiem

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, Contact CenterIndustries

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

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

Skills

Key technologies and capabilities for this role

Systems IntegrationSaaS IntegrationsTechnical Requirements GatheringSolution DesignProject DeliveryClient LeadershipAI Automation

Questions & Answers

Common questions about this position

What is the salary or compensation for this Senior Systems Integration Engineer role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Senior Systems Integration Engineer position?

Key skills include leading technical discussions with clients, technical solution requirements gathering and design, managing SaaS integrations, troubleshooting technical issues, and designing Systems Integration Testing.

What is the company culture like at Intradiem?

Intradiem has a people-first approach with a family-first culture, transparent leadership, and unfettered growth opportunities. They are guided by core values of Servant’s Heart, Craftsman’s Attitude, and Revolutionary Spirit.

What travel is required for this role?

U.S. and International travel to customer sites is required as necessary, averaging 10%.

Intradiem

Intelligent automation solutions for call centers

About Intradiem

Intradiem specializes in intelligent automation solutions tailored for call centers and customer service teams. Their software automates routine tasks, enhancing workforce management and improving productivity, employee engagement, and customer experience. Clients, including both remote and in-person teams, subscribe to their Software-as-a-Service (SaaS) platform, which is accessible online and can be implemented quickly, often within 12 weeks. Intradiem's software processes large amounts of data in real-time, taking immediate actions based on set rules, which helps reduce operating costs and keeps agents engaged. The company stands out by seamlessly integrating with existing call center software and utilizing artificial intelligence for real-time decision-making. Intradiem's goal is to optimize workforce management, promising significant cost savings and improved results for their clients, making their solution a valuable asset for customer service operations.

Alpharetta, GeorgiaHeadquarters

1995Year Founded

$29.4MTotal Funding

DEBTCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

High attrition rates in call centers could challenge long-term client relationships.

Recent leadership changes may lead to strategic shifts disrupting operations.

Reliance on SaaS solutions makes Intradiem vulnerable to cybersecurity threats.

Differentiation

Intradiem offers the only complete Intraday Automation solution for frontline workforces.

Their AI-powered technology processes massive data in real-time for immediate action.

Intradiem's solution integrates seamlessly with existing call center and workforce management software.

Upsides

Intradiem's AI predicts agent attrition with 80% accuracy, improving to 90% in 2024.

Partnerships with companies like Genesys enhance customer service solutions.

The SaaS model ensures quick implementation, with clients going live within 12 weeks.

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