Intermedia Intelligent Communications

Unified communications and cloud collaboration provider

Implementation Engineer

Implementation & Technical Account ManagementPosted on Nov 9

Contract$40 - $50 /hr

About the Job

Requirements

A bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field, with 5+ years of experience in contact center technology, systems integration, or technical implementation; equivalent combinations of education and experience may be considered.
Hands-on experience with enterprise contact center technologies, including IVR call flows, routing rules, callbacks, external data tables, working hours configurations, and reporting or monitoring tools.
Strong understanding of REST APIs, JSON, webhooks, and OAuth 2.0, with practical experience using API documentation and tools such as Postman to build, validate, and troubleshoot integrations.
Familiarity with GraphQL APIs and API debugging using Swagger or developer portals.
Hands-on scripting or development experience in a backend language such as Python, JavaScript, Java, or C#, including working with variables, data types, string manipulation, and error handling.
Working knowledge of SQL, data mapping, and data transformation to support reliable synchronization and validation across systems.
Experience integrating CRM platforms such as Salesforce or Zendesk with external systems and evaluating their API capabilities and technical constraints.
Experience with cloud services, logging, and monitoring, and troubleshooting across distributed systems, APIs, and IVR environments.
Understanding of API rate limits, retries, versioning, permissions, secrets management, and encryption, and ability to apply these practices to customer integrations.
Ability to analyze customer environments and translate requirements into scalable solutions that improve contact center efficiency and customer experience.
Ability to manage deliverables, timelines, tests, and technical documentation, and use ticketing or CRM systems to track implementation tasks, communications, and configuration updates.
Ability to work independently and collaborate with Sales, Product, Development, Security, Support, and external vendors while continuously developing technical expertise.
Ability to work effectively in a remote environment, including maintaining a reliable home office setup with internet connectivity, a workstation, and required software.

Responsibilities

Analyze customer contact center configurations, data extracts, and call flows to plan API integrations.
Gather and document customer requirements for API integrations, evaluate system readiness, and define scope, deliverables, and integration timelines.
Build integrations between the 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, and 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.

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.

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field with 5+ years of experience in contact center technology, systems integration, or technical implementation. Equivalent combinations of education and experience may be considered.
Hands-on experience with enterprise contact center technologies, including IVR call flows, routing rules, callbacks, external data tables, working hours configurations, and reporting or monitoring tools.
Strong understanding of REST APIs, JSON, webhooks, and OAuth 2.0, with practical experience using API documentation and tools such as Postman to build, validate, and troubleshoot integrations.
Familiarity with GraphQL APIs and API debugging using Swagger or developer portals.
Hands-on scripting or development experience in a backend language such as Python, JavaScript, Java, or C#, including working with variables, data types, string manipulation, and error handling.
Working knowledge of SQL, data mapping, and data transformation to support reliable synchronization and validation across systems.
Experience integrating CRM platforms such as Salesforce or Zendesk with external systems and evaluating their API capabilities and technical constraints.
Experience with cloud services, logging, and monitoring, with strong troubleshooting skills across distributed systems, APIs, and IVR environments.
Understanding of API rate limits, retries, versioning, permissions, secrets management, and encryption, and the ability to apply these practices to customer integrations.
Ability to analyze customer environments and translate requirements into scalable solutions that improve contact center efficiency and customer experience.
Proven ability to manage deliverables, timelines, tests, and technical documentation, and to use ticketing or CRM systems to track implementation tasks, communications, and configuration updates.
Excellent written, verbal, and customer-facing communication skills, including the ability to explain technical concepts clearly and lead design discussions.
Ability to work independently and collaborate with Sales, Product, Development, Security, Support, and external vendors while continuously developing technical expertise.
Ability to work effectively in a remote environment, including maintaining a reliable home office setup with internet connectivity, a workstation, and required software.

About the Company

Intermedia Intelligent Communications

Unified communications and cloud collaboration provider

Intermedia provides a cloud-based unified communications and collaboration suite for small to mid-sized businesses. Its offerings include voice, video, chat, contact center, file sharing, and email services delivered through a single, subscription-based platform that customers access from the cloud. The company works by delivering an integrated set of tools via a monthly or annual plan, reducing the need for multiple vendors. It differentiates itself with award-winning technical support from JD Power and a partner program that lets resellers offer Intermedia’s services to their own customers. Its goal is to simplify business communications for SMBs by providing an all-in-one, scalable cloud solution with reliable service and support.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Sunnyvale, CA
Founded: 1995

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