Implementation Engineer – Contract

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

📋 Description

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

• Collect and document customer specifications, assess system readiness, and outline scope, deliverables, and timelines.

• Establish integrations between the Intermedia contact center platform and third-party CRM, billing, and payment services utilizing APIs.

• Design aspects of authentication, requests, data mappings, retries, and error management; verify connectivity with tools like Postman.

• Develop and oversee backend services, webhooks, middleware, and automation workflows.

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

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

• Partner with product teams, backend engineering, security, support, and vendor teams to tackle constraints and implement cloud integrations using Azure or AWS.

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

• Resolve integration failures, latency issues, data quality, and complex production challenges across APIs, IVR platforms, and CRM systems.

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

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

• Deliver post-implementation escalation support for stability and successful adoption.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a similar field with 5+ years of experience in contact center technology, systems integration, or technical implementation.

• Equivalent combinations of education and experience may also be considered.

• 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 comprehension of REST APIs, JSON, webhooks, and OAuth 2.0, with hands-on experience using API documentation and tools like Postman.

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

• Hands-on scripting or development experience in 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.

• Proficiency with cloud services, logging, and monitoring.

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

• Ability to assess customer environments and convert requirements into scalable solutions.

• Capacity to manage deliverables, timelines, tests, and technical documentation, along with using ticketing or CRM systems.

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

• Ability to work autonomously and collaborate with Sales, Product, Development, Security, Support, and external vendors.

• Capability to work efficiently in a remote setting with a reliable home office setup, internet connectivity, workstation, and necessary software.

🏝️ Benefits

• Equal opportunity employment.

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

• Commitment to diversity and non-discrimination.