About the role

Implementation Specialist deploying Intermedia’s cloud contact center software for clients. Configuring IVR workflows, onboarding users, managing projects, and supporting launches and enhancements.

Responsibilities

Lead project kickoff calls to gather requirements and outline timelines and deliverables
Act as a call flow and customer experience expert, helping clients design IVR systems
Design, build, test, and deploy IVR workflows
Train clients on product features through online sessions and, when requested, in person
Configure client portals and guide clients through User Acceptance Testing before launch
Manage project timelines and onboarding delivery
Support customer go-lives and key milestones outside core business hours when needed
Provide post-implementation support and resolve client questions or concerns
Offer guidance on product use and best practices
Process and document change requests
Manage client expectations and deliver changes accurately and on time in live environments
Maintain client relationships and share insights with internal teams
Collaborate with internal teams to assign, track, and complete tasks
Support assigned clients' ongoing needs and enhancements
Draft and maintain statements of work for features and implementations
Handle escalations and troubleshoot technical issues
Clarify, document, and coordinate client change requests

Bachelor’s degree in a related field or 3+ years of experience in customer onboarding, implementation, or a client-facing technical role
Experience working in or implementing contact center solutions
Strong understanding of contact center operations, customer service workflows, and operational metrics
Experience in project coordination or management, with success meeting project timelines and deliverables
Familiarity with call flow design principles and contact center platforms
Awareness of AI-driven tools and software automation
Ability to manage multiple priorities in a dynamic environment
Excellent communication and customer service skills
Experience using CRM or ticketing systems such as Salesforce, Oracle, Confluence, or similar
Comfortable working in a remote or hybrid environment
Self-motivated, adaptable, eager to learn, and a team player

Equal opportunity employer
Commitment to reasonable accommodations for identified disabilities or other limitations as required by applicable laws
Diversity and inclusion commitment
Promotion from within