[Remote] Technical Design Analyst at Intradiem

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Bachelor's Degree in Science, Technology, Engineering, Mathematics, or equivalent experience
Minimum 2 years of experience working with Contact Center technology
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 and analytical skills
Experience working with 3rd party software integrations
Experience working with any of the following ACD providers: Cisco, Avaya, Genesys, and/or Aspect
Experience with relational database coursework and/or experience (MS SQL preferred)

Responsibilities

Support technical discussions with current and future clients during Technical Design
Seek to understand the customer environment in detail in order to ensure integration compatibility
Communicate integration prerequisites and documentation
Leads discussions regarding network and security requirements with current and future clients
Discuss software and hardware requirements with current and future clients
Accurately track and communicate prerequisite status internally and externally
Proactively drive internal and external resources to complete all technical design tasks within SLAs to support client implementation
Understand and follow Intradiem’s and the customer’s change management process
Proactively supports and partners with the Project Managers, Implementation Consultants and Success Managers
Complete validation of completed technical prerequisites including validating connectivity
Develop and maintain technical documentation specific to the client
Facilitate handoff to the Technical Delivery team
Conduct all business in accordance with Intradiem’s policies and procedures
Perform all other duties as assigned

Skills

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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