Implementation Engineer - Contract
Intermedia Intelligent Communications3 days ago
Remote, CanadaSenior
Responsibilities
- Analyze customer contact center configurations, data extracts, and call flows to plan API integrations.
- Gather and document requirements, evaluate system readiness, and define integration scope, deliverables, and timelines.
- Build API integrations between the contact center platform and CRM, billing, payment, and other third-party services.
- Create backend services, webhooks, middleware, automation workflows, data mappings, and synchronization processes.
- Design and implement API-driven IVR call flows, including data collection, menus, routing, and payment integrations.
- Write automated tests, integration documentation, operational runbooks, and deployment and recovery procedures.
- Troubleshoot integration failures, latency, data quality issues, and production incidents across APIs, IVR platforms, and CRM systems.
- Apply OAuth 2.0, secrets management, encryption, authentication, retry, and error-handling practices.
- Lead technical design discussions and provide implementation consulting and post-implementation escalation support for strategic customers.
Requirements
- 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, IVR call flows, routing rules, callbacks, external data tables, working-hours configurations, and reporting or monitoring tools.
- Strong understanding of REST APIs, JSON, webhooks, OAuth 2.0, API documentation, and Postman.
- Familiarity with GraphQL APIs and API debugging using Swagger or developer portals.
- Hands-on scripting or backend development experience with Python, JavaScript, Java, or C#.
- Working knowledge of SQL, data mapping, and data transformation.
- Experience integrating CRM platforms such as Salesforce or Zendesk with external systems.
- Experience with cloud services, logging, monitoring, distributed-system troubleshooting, API rate limits, retries, versioning, permissions, secrets management, and encryption.
- Ability to translate customer requirements into scalable contact center solutions and manage deliverables, timelines, testing, documentation, and implementation tracking.
- Strong written, verbal, and customer-facing communication skills, including the ability to explain technical concepts and lead design discussions.
- Ability to work independently and collaborate with sales, product, development, security, support, and external vendor teams.
- Ability to work effectively in a remote environment with a reliable home office, internet connection, workstation, and required software.
Benefits
- Remote work is supported, with employees expected to maintain a reliable home office setup and internet connectivity.
- Intermedia describes a collaborative, transparent, fast-paced culture with opportunities for internal promotion.
About Intermedia Intelligent Communications
Intermedia Intelligent Communications provides cloud-based unified communications and collaboration for businesses, spanning voice, video conferencing, chat/SMS, contact center, business email, file sharing, and backup. Its subscription UCaaS suite, including Intermedia Unite, is sold directly and through 7,500+ channel partners, serving over 150,000 businesses. Headquartered in Sunnyvale, California, Intermedia is privately held and backed by Madison Dearborn Partners.