We’re seeking a detail-oriented and customer-focused Implementation Specialist to lead the deployment and onboarding of our Contact Center software solutions. In this role, you’ll work directly with clients to configure, integrate, and optimize the platform to meet their business communication needs.
What you will be doing:
- Lead project kickoff calls to gather requirements and outline timelines and deliverables.
- Act as a call flow and customer experience expert, helping clients design efficient and effective IVR systems.
- Design, build, test, and deploy IVR workflows based on client requirements.
- Train clients on all product features through online sessions and when requested in person.
- Work with clients to configure their portals and guide them through User Acceptance Testing (UAT) to confirm readiness before launch.
- Manage project timelines to ensure successful and timely onboarding delivery.
- Be flexible to work outside core business hours when needed to support customer go-lives or key project milestones.
- Provide post-implementation support, resolving client questions or concerns promptly.
- Offer clear, accurate guidance on product use and best practices.
- Process and document change requests following internal procedures to ensure clarity and consistency.
- Manage client expectations and ensure all changes or updates are delivered accurately and on time in live environments.
- Maintain strong client relationships, sharing insights and feedback with internal teams to support continuous improvement.
- Collaborate with internal teams to assign, track, and complete tasks needed to meet client goals.
- Manage an ongoing relationship with assigned clients, supporting their evolving needs and enhancements.
- Draft and maintain statements of work (SOWs) for new features or implementations.
- Handle escalations quickly and professionally, ensuring timely resolution.
- Troubleshoot technical issues and coordinate with the right teams for resolution.
- Interact with clients to receive and clarify change requests following internal processes to ensure that information is gathered, stored and shared in a clear, methodical manner.
- Ongoing relationship with portfolio of assigned client for change and development requests
- Create and document statement of work for feature requests or implementations
- Manage escalated issues with urgency to resolution
- Troubleshoot issues and identify resources needed to help resolve
What you will bring to the role:
- Bachelor’s degree in a related field or 3+ years of experience in customer onboarding, implementation, or a client-facing technical role.
- Experience working in or implementing contact center solutions, with a strong understanding of contact center operations, customer service workflows, and operational metrics used to improve performance and enhance the customer experience
- Experience in project coordination or management, with proven success meeting project timelines and deliverables.
- Familiarity with call flow design principles and contact center platforms.
- Awareness of AI-driven tools and automation in software, with the ability to understand how artificial intelligence enhances customer engagement and operational efficiency.
- Fast learner who can manage multiple priorities in a dynamic environment.
- Excellent communication and customer service skills—able to explain complex concepts clearly and collaborate effectively with clients and teammates.
- Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence, or similar) to manage client information and updates.
- Comfortable working in a remote or hybrid environment, maintaining strong organization and accountability.
- A team player who’s self-motivated, adaptable, and eager to learn and grow.
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- Bachelor's degree in a related field OR 3+ years in customer onboarding, implementation, or a client-facing technical role
- Experience implementing contact center solutions and understanding contact center operations, workflows, and metrics
- Project coordination or management experience with proven success meeting timelines and deliverables
- Familiarity with call flow design principles and building/testing/deploying IVR workflows
- Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence, or similar)
- Awareness of AI-driven tools and automation in software
- Excellent communication and customer service skills; ability to train clients and explain complex concepts clearly
- Ability to support UAT, work outside core business hours for go-lives, and travel for in-person training when requested
- Experience drafting and maintaining statements of work (SOWs) for features or implementations
- Troubleshoot technical issues and coordinate with internal teams to resolve escalations
- Comfortable working in a remote or hybrid environment and managing multiple priorities
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
