Implementation Engineer – Contract

This is a fully remote position, open to applicants in California.

📋 Description

• Evaluate customer contact center setups, data extracts, and call flows to strategize API integrations.

• Collect and document client requirements, assess system readiness, and outline scope, deliverables, and timelines.

• Develop integrations between Intermedia’s contact center platform and CRM, billing, and payment services utilizing APIs.

• Design authentication processes, requests, data mappings, retries, and error handling; ensure connectivity validation with tools like Postman.

• Create and sustain backend services, webhooks, middleware, and automation workflows.

• Transform and synchronize data across CRM platforms, billing systems, and internal databases.

• Design and execute API-driven IVR call flows, encompassing data collection, menu design, conditional routing, and payment integrations.

• Collaborate with product teams, backend engineering, security, support, and vendor partners to address constraints and implement cloud integrations.

• Author and maintain automated tests, integration documentation, and operational runbooks.

• Diagnose integration failures, latency issues, data quality problems, and complex production incidents.

• Employ security practices such as OAuth 2.0, secrets management, and encryption.

• Facilitate technical design discussions and offer professional services and consulting for strategic customer accounts.

• Deliver post-implementation escalation support to ensure stability and adoption.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field, along with 5+ years of experience in contact center technology, systems integration, or technical implementation; equivalent combinations of education and experience may be acceptable.

• Practical 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 knowledge of REST APIs, JSON, webhooks, and OAuth 2.0; hands-on experience with API documentation and Postman.

• Familiarity with GraphQL APIs and API debugging using Swagger or developer portals.

• Hands-on scripting or development experience in Python, JavaScript, Java, or C#.

• Proficient in SQL, data mapping, and data transformation.

• Experience integrating CRM platforms like Salesforce or Zendesk with external systems.

• Familiarity with cloud services, logging, and monitoring.

• Understanding of API rate limits, retries, versioning, permissions, secrets management, and encryption.

• Capability to analyze customer environments and convert requirements into scalable solutions.

• Ability to manage deliverables, timelines, tests, and technical documentation.

• Experience utilizing ticketing or CRM systems to monitor implementation tasks, communications, and configuration updates.

• Exceptional written, verbal, and customer-facing communication skills.

• Capability to work independently and collaborate with Sales, Product, Development, Security, Support, and external vendors.

• Ability to thrive in a remote work environment with a reliable home office setup, internet connectivity, workstation, and necessary software.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations for identified disabilities or other limitations as mandated by applicable laws.

• Commitment to diversity and inclusion.

• Opportunities for promotion from within, as noted in company description.