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!
Are you ready to make your mark?
About the role:
Responsible for managing projects for enterprise accounts, strategic accounts, and UC/CC combined orders.
Provides the direction for complex projects, processes and change management initiatives. This position works with strategic partners and their end clients, enterprise project management, sales management.
This role must be able to work independently and demonstrate leadership in various situations. To be effective in this position requires strong critical thinking and analytical skills, highly effective written, presentation, and oral communication skills, an independent, consultative approach to building business relationships and recommending best courses of action, and the ability to gain commitment from
parties with differing positions and opinions. This position requires an
established record of consistently delivering project results on time and
holding oneself, and others, accountable for deadlines.
You are a hands-on project manager type capable of engaging in executive level and department level discussions through the organization, create and manage project plans, accountable for milestones and overall communications to stakeholders. You can expect to work hard, but have some fun along the way too.
What you will be doing:
- Implement customers that have 20+ licenses and/or strategic partners/customers.
- Lead the requirements gathering process using a guided power point deck (both business requirements and technical requirements)
- Ensure requirements are documented and accounted for by completion of the project.
- Provide call center expertise to help provide value and help strategically solve business problems for the contact center.
- Anticipate customer’s call center needs and make recommendations to provide value using the contact center tool.
- Responsible for building out the call flow including the skeleton for API integrations, variables, and payment IVRs. A technical team will be responsible for inputting the Rest API call information.
- Be the lead coordinator for all tasks including those that are owned by other functional areas.
- Will be responsible for thoroughly testing the IVR prior to releasing to the client for testing.
- Must be a subject matter expert on all aspects of the product including ICR, Dynamic notification, Evaluator, Scheduler, Chat, Email and SMS.
- Assures appropriate integration between project sponsor, project team members, and business stakeholders to identify and address change management efforts
- Will have basic tier one support knowledge and include a Tier 2 technical resource as required.
- Serves as primary contact to senior department managers for projects/change initiatives
- Responsible for leading and driving project communications, initiatives and day-to-day operation activities along with project status reporting.
- Maintains effective working relationships with other groups and departments as needed for the success of the project.
- Facilitate conflict mitigation and risk management
- Responsible for communication plans, presentations, needs assessments, acceptance, and training plans
- Responsible for seat activation and billing
- Responsible for post support up to 30 days
- New Partner Onboarding, account creation and setup
- New Process or Process Change documentation
What you will bring to the role:
- 5-7 years experience as project management.
- Demonstrated project management skills including managing complex, cross-functional project plans for both internal and
external initiatives - Project (PMP) certification a plus
- Experience and/or working knowledge of utilizing A.I. tools such as ChatGPT, Claude, or any other relative technologies
- Demonstrated ability to communicate a vision, build relationships and obtain buy-in
- Ability to adapt as business needs change
- Data analysis and problem-solving skills
- Demonstrated organization and planning skills
- Demonstrated strong leadership skills
- Negotiation and conflict management skills a must
- Influencing skills and respect within the organization, putting on your consulting and/or sales hat
- Ability to manage multiple tasks in a fast-paced environment
- Demonstrated excellent written and oral communication and group presentation skills
- Experience presenting dashboards to share status, opportunities, and risks to success criteria
- Proficiency in use of Microsoft products: Word, Excel, PowerPoint, and Outlook
- Ability to travel 25% of the time (average will likely be less than 10% of the time)
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- 5-7 years project management experience
- Subject matter expertise in contact center features (ICR, Dynamic Notification, Evaluator, Scheduler, Chat, Email, SMS)
- Ability to design and build IVR call flows and define API integration skeletons
- Experience documenting business and technical requirements and managing complex project plans
- Demonstrated leadership, negotiation, and conflict management skills
- Experience presenting dashboards and status reports to senior stakeholders
- Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
- Basic tier one support knowledge and ability to coordinate Tier 2 technical resources
- Ability to travel up to 25% (average likely less than 10%)
- Data analysis and problem-solving skills
- Project (PMP) certification
- Experience or working knowledge of AI tools such as ChatGPT or Claude
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
