Systems Integration Engineer

​Your Role: 

• ​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.  

​Your Background:  

• ​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.    

• ​Experience working with any of the following WFM providers: Aspect, IEX, and/or Verint.   

• ​Familiarity with networking and using basic networking tools such as Ping, Ipconfig, and Telnet. ​