The Role
Designs, builds, and supports API and IVR integrations for enterprise contact centers. Responsibilities include gathering customer requirements, developing backend services and webhooks, transforming data, integrating CRM, billing, and payment systems, troubleshooting production issues, applying security practices, writing tests and documentation, and leading technical design discussions. The role also provides customer-facing implementation consulting and post-implementation escalation support.
Summary Generated by Built In
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?
About the Role:
The Implementation Engineer (Integrations) designs, builds, and supports IVR and API integrations for enterprise contact center environments. This role works directly with customers to gather requirements, design call flows, and connect internal systems with third-party services such as CRM platforms, billing systems, and payment services. The position combines hands-on integration development, solution consulting, and troubleshooting to deliver reliable, scalable solutions and successful customer deployments.
The Implementation Engineer (Integrations) designs, builds, and supports IVR and API integrations for enterprise contact center environments. This role works directly with customers to gather requirements, design call flows, and connect internal systems with third-party services such as CRM platforms, billing systems, and payment services. The position combines hands-on integration development, solution consulting, and troubleshooting to deliver reliable, scalable solutions and successful customer deployments.
What You Will Be Doing:
- Analyze customer contact center configurations, data extracts, and call flows to plan for the API integration
- Gather and document customer requirements for API integrations, evaluate system readiness, and define scope, deliverables, and API integration timelines.
- Build integrations between Intermedia contact center platform and third-party services using APIs, including CRM, billing, and payment platforms.
- Read API documentation and design authentication, requests, data mappings, retries, and error handling; validate authentication and connectivity using tools such as Postman.
- Create and maintain backend services, webhooks, middleware, and automation workflows that support customer implementations and ongoing data exchange.
- Transform and synchronize data across systems, including mapping and validating customer records between CRM platforms, billing systems, and internal databases.
- Design and implement API-driven IVR call flows, including data collection, menu design, conditional routing, and payment integrations; guide customers in creating efficient, user-friendly experiences.
- Work with product, backend engineering, security, support, and vendor teams to clarify requirements, resolve technical constraints, and implement integrations with cloud services such as Azure or AWS.
- Write and maintain automated tests, integration documentation, and operational runbooks covering configuration, deployment, monitoring, and recovery.
- Troubleshoot integration failures, latency, and data quality; lead troubleshooting of production incidents and complex issues across APIs, IVR platforms, CRM systems;
- Apply security practices including OAuth 2.0, secrets management, and encryption.
- Lead technical design discussions and provide professional services and consulting for large and strategic customer accounts throughout implementation.
- Provide post implementation escalation support to ensure stability and successful adoption.
What You Will Bring to the Role:
- 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, including IVR call flows, routing rules, callbacks, external data tables, working hours configurations, and reporting or monitoring tools.
- Strong understanding of REST APIs, JSON, webhooks, and OAuth 2.0, with practical experience using API documentation and tools such as Postman to build, validate, and troubleshoot integrations.
- Familiarity with GraphQL APIs and API debugging using Swagger or developer portals.
- Hands-on scripting or development experience in a backend language such as Python, JavaScript, Java, or C#, including working with variables, data types, string manipulation, and error handling.
- Working knowledge of SQL, data mapping, and data transformation to support reliable synchronization and validation across systems.
- Experience integrating CRM platforms such as Salesforce or Zendesk with external systems and evaluating their API capabilities and technical constraints.
- Experience with cloud services, logging, and monitoring, with strong troubleshooting skills across distributed systems, APIs, and IVR environments.
- Understanding of API rate limits, retries, versioning, permissions, secrets management, and encryption, and the ability to apply these practices to customer integrations.
- Ability to analyze customer environments and translate requirements into scalable solutions that improve contact center efficiency and customer experience.
- Proven ability to manage deliverables, timelines, tests, and technical documentation, and to use ticketing or CRM systems to track implementation tasks, communications, and configuration updates.
- Excellent written, verbal, and customer-facing communication skills, including the ability to explain technical concepts clearly and lead design discussions.
- Ability to work independently and collaborate with Sales, Product, Development, Security, Support, and external vendors while continuously developing technical expertise.
- Ability to work effectively in a remote environment, including maintaining a reliable home office setup with internet connectivity, a workstation, and required software.
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, sexual orientation, age, marital status, veteran status, or disability status.
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field, plus 5+ years of experience in contact center technology, systems integration, or technical implementation; equivalent education and experience may be considered.
- Hands-on 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 understanding of REST APIs, JSON, webhooks, and OAuth 2.0, with practical experience using 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, and troubleshooting distributed systems, APIs, and IVR environments.
- Understanding of API rate limits, retries, versioning, permissions, secrets management, and encryption.
- Ability to translate customer requirements into scalable contact center integration solutions.
- Ability to manage deliverables, timelines, testing, technical documentation, and implementation tasks using ticketing or CRM systems.
- Excellent written, verbal, and customer-facing communication skills, including leading technical design discussions.
- Ability to work independently and collaborate with Sales, Product, Development, Security, Support, and external vendors.
- Ability to work effectively in a remote environment with a reliable home office, internet connectivity, workstation, and required software.
Intermedia Cloud Communications Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intermedia Cloud Communications and has not been reviewed or approved by Intermedia Cloud Communications.
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Healthcare Strength — Comprehensive medical, dental, vision, mental-health services, wellness programs, and an Employee Assistance Program are consistently highlighted as part of the package. Feedback suggests coverage is broad for employees and families.
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Leave & Time Off Breadth — Generous PTO, paid holidays, and parental leave are emphasized, supporting work-life balance and time away when needed. Feedback suggests these policies are a standout aspect of the total package.
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Retirement Support — A 401(k) with company match and retirement planning options are called out as meaningful financial benefits. Feedback suggests these programs are valued alongside base pay.
Intermedia Cloud Communications Insights
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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
