The Role
Lead customer-facing deployments of AI-powered contact center applications from discovery through go-live and hypercare. Facilitate workshops, design solutions, configure voice and digital AI agents, integrate with CRMs via APIs/webhooks, author test plans and runbooks, support UAT and hypercare, and collaborate with product and engineering to scale Professional Services.
Summary Generated by Built In
Field Deployment Engineer - Professional Services
Remote, United States
About IntermediaRemote, United States
Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!
Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!
Are you ready to make your mark?
Intermedia Intelligent Communications is looking for a Field Deployment Engineer to join our growing Professional Services team. This is a customer-facing, high-impact role for someone who thrives at the intersection of technical implementation, customer engagement, AI Applications, and Contact Center transformation.
As a Field Deployment Engineer, you will lead the deployment of Intermedia AI Applications across customer environments, including AI-Powered Voice Agents, Intelligent Routing, Virtual Assistants, CRM-Integrated Workflows, and Contact Center Automation. You will own customer engagements from signed Statement of Work through discovery, design, deployment, testing, go-live, and hypercare.
This is not a back-office engineering role. You will serve as a primary technical partner to customers, helping translate business requirements into deployed AI solutions that create measurable outcomes.
What You'll Do
As a Field Deployment Engineer, you will lead the deployment of Intermedia AI Applications across customer environments, including AI-Powered Voice Agents, Intelligent Routing, Virtual Assistants, CRM-Integrated Workflows, and Contact Center Automation. You will own customer engagements from signed Statement of Work through discovery, design, deployment, testing, go-live, and hypercare.
This is not a back-office engineering role. You will serve as a primary technical partner to customers, helping translate business requirements into deployed AI solutions that create measurable outcomes.
What You'll Do
- Lead customer-facing AI Application deployments from project kickoff through go-live and hypercare.
- Facilitate discovery workshops with IT, Contact Center, CX, CRM, and executive stakeholders.
- Translate customer workflows into clear business requirements, process flows, and solution designs.
- Configure and deploy AI Applications across voice and digital channels, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and custom AI workflows.
- Design Contact Center AI workflows including intent recognition, dynamic routing, escalation logic, fallback handling, and post-call summarization.
- Integrate AI Applications with CRM and enterprise platforms such as Salesforce, HubSpot, Microsoft Dynamics 365, ServiceNow, Zendesk, and Zoho CRM.
- Build and test REST API integrations, webhook configurations, data flows, authentication, and CRM writeback processes.
- Author test plans, support UAT, lead go-live readiness, and provide structured hypercare support.
- Contribute to Statements of Work, scope definition, change orders, and expansion opportunity identification.
- Partner with Product and Engineering teams to communicate customer feedback, product gaps, and deployment learnings.
- Create deployment playbooks, integration runbooks, and configuration guides to help scale the Professional Services practice.
What We're Looking For
- 2-3+ years of hands-on experience in Professional Services, solutions engineering, technical implementation, or customer-facing
- SaaS/Cloud deployment.
- Experience deploying or supporting Contact Center technologies, including IVR, ACD/routing, queue management, agent workflows,
- or reporting.
- Exposure to UCaaS, CCaaS, Contact Center, or Cloud Communications platforms such as Intermedia, RingCentral, Zoom, Vonage,
- 8x8, Five9, NICE CXone, Genesys, or Twilio.
- Experience managing customer-facing technical engagements from requirements gathering through go-live.
- Familiarity with AI-Powered Applications such as Virtual Agents, Conversational AI, AI Routing, LLM-Based Assistants, or similar
- technologies.
- Strong understanding of Contact Center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience
- metrics.
- Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.
- Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
- Strong written communication skills, including experience producing BRDs, SDDs, SOWs, status reports, or runbooks.
- Self-directed project management skills with the ability to manage multiple customer deployments at the same time.
Preferred Qualifications
- Preferred experience: 3-5 years in Professional Services, ideally within UCaaS, CCaaS, Contact Center, SaaS, Cloud Communications, or AI Application Deployment.
- Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, or HubSpot implementation experience.
- Contact Center platform certifications such as Five9, NICE CXone, Genesys Cloud, Twilio Flex, or equivalent.
- Experience configuring LLM-Based AI Agents, prompt templates, conversation flows, fallback logic, or Voice Agent workflows.
- Working knowledge of AI Voice Agent platforms such as Synthflow, Voiceflow, Dialogflow CX, Amazon Lex, Google CCAI, or similar.
- Python or JavaScript scripting ability for lightweight data transformation, API response parsing, or configuration validation.
- Experience with regulated or vertical-specific environments such as healthcare, financial services, retail/eCommerce, legal, or Professional Services.
- Familiarity with HIPAA, PCI-DSS, TCPA, call recording compliance, or other Contact Center regulatory considerations.
Why Join Intermedia Professional Services?
Intermedia's Professional Services function is being built from the ground up. This role offers direct exposure to executive leadership, the
opportunity to shape delivery methodology, and a front-row seat as Intermedia brings AI-Powered Applications to market.
You will have the opportunity to own outcomes, influence customer success, help shape product direction, and grow with a team that is
central to Intermedia's AI strategy.
Compensation & Benefits
Intermedia offers a competitive compensation package commensurate with experience, skills, and geographic market.
The expected base salary range for this role is $95,000-$150,000 USD, with eligibility for an annual performance bonus.
Intermedia's Professional Services function is being built from the ground up. This role offers direct exposure to executive leadership, the
opportunity to shape delivery methodology, and a front-row seat as Intermedia brings AI-Powered Applications to market.
You will have the opportunity to own outcomes, influence customer success, help shape product direction, and grow with a team that is
central to Intermedia's AI strategy.
Compensation & Benefits
Intermedia offers a competitive compensation package commensurate with experience, skills, and geographic market.
The expected base salary range for this role is $95,000-$150,000 USD, with eligibility for an annual performance bonus.
- Medical, dental, and vision insurance.
- 401(k) with company match.
- Flexible PTO.
- Annual professional development budget.
- Paid parental leave.
- Access to Intermedia's Communications Platform.
Diversity, Inclusion, and Equal Opportunity
We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- 2-3+ years hands-on experience in Professional Services, solutions engineering, technical implementation, or customer-facing SaaS/Cloud deployment
- Experience deploying or supporting Contact Center technologies (IVR, ACD/routing, queue management, agent workflows, reporting)
- Exposure to UCaaS/CCaaS or cloud communications platforms (Intermedia, RingCentral, Zoom, Vonage, 8x8, Five9, NICE CXone, Genesys, Twilio)
- Experience managing customer-facing technical engagements from requirements gathering through go-live
- Familiarity with AI-powered applications (Virtual Agents, Conversational AI, AI Routing, LLM-based assistants)
- Strong understanding of Contact Center architecture, call flows, IVR/IVA, skills-based routing, and CX metrics
- Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting
- Ability to communicate technical concepts to technical and non-technical stakeholders
- Strong written communication skills (BRDs, SDDs, SOWs, status reports, runbooks)
- Self-directed project management skills and ability to manage multiple customer deployments concurrently
- 3-5 years in Professional Services within UCaaS/CCaaS/Contact Center/SaaS or AI application deployment
- Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, or HubSpot implementation experience
- Contact Center platform certifications (Five9, NICE CXone, Genesys Cloud, Twilio Flex, or equivalent)
- Experience configuring LLM-based AI agents, prompt templates, conversation flows, fallback logic, or voice agent workflows
- Working knowledge of AI voice agent platforms (Synthflow, Voiceflow, Dialogflow CX, Amazon Lex, Google CCAI)
- Python or JavaScript scripting for lightweight data transformation, API parsing, or configuration validation
- Experience with regulated/vertical environments (healthcare, financial services, retail/eCommerce, legal, Professional Services)
- Familiarity with HIPAA, PCI-DSS, TCPA, call recording compliance or other Contact Center regulatory considerations
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The Company
What We Do
Intermedia is the cloud communications company that helps over 135,000 businesses connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of communications and collaboration solutions – all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, one intuitive point of administrative control, and having been certified by J.D. Power seven times for providing “An Outstanding Customer Service Experience," Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience. As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE™) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models. Intermedia is also proud to be the exclusive cloud communications platform provider for NEC, a leader in global market share for unified communications with an estimated 80+ million business phone users worldwide. Recent Awards: • J.D. Power Certified Assisted Technical Support Program – 2023, 2021, 2020, 2019, 2018, 2017, 2016 • Inc. Magazine’s Best Workplaces of 2021 • PCMag Editor’s Choice – Intermedia Unite • PCMag Editor’s Choice – Intermedia AnyMeeeting • PCMag Editor’s Choice – Intermedia Hosted Exchange • CRN - 5-Star Partner Program - 2023, 2022 • CRN’s Cloud Computing Product of 2022, 2021 – Intermedia Unite
