Systems Integration Engineer

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.

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 validity, seeking solutions, and compiling documentation. Understand and follow Intradiem’s and customer’s change management process. Support and partner with Project Managers, Implementation Consultants, and Success Managers to design and implement client solutions. Design and conduct Systems Integration Testing (SIT). Develop and maintain technical documentation for clients. Work with internal teams to implement hot fixes and upgrades. 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.