Implementation Specialist

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Intermedia Cloud Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

💰 Venture Round on 2017-02

Consulting • Healthcare • Legal

Intermedia Cloud Communications is a leading provider of cloud-based communication solutions, specializing in unified communications, video conferencing, and various productivity tools. Their platform, Intermedia Unite, integrates voice, video, chat, and file management into a seamless user experience, enabling businesses to communicate and collaborate effectively from anywhere. With a focus on security and compliance, Intermedia serves a range of industries including healthcare, legal services, and financial services, helping organizations enhance productivity and customer care with advanced technology and support.

📋 Description

• Lead project kickoff calls to gather requirements and outline timelines and deliverables • Advise clients on call flows and customer experience, including efficient IVR system design • Design, build, test, and deploy IVR workflows • Train clients on product features through online sessions and, when requested, in person • Configure client portals and guide clients through User Acceptance Testing (UAT) • Manage project timelines and onboarding delivery • Support customer go-lives and key milestones outside core business hours when needed • Provide post-implementation support and resolve client questions or concerns • Provide guidance on product use and best practices • Process and document change requests • Manage client expectations and deliver changes accurately and on time in live environments • Maintain client relationships and share insights with internal teams • Collaborate with internal teams to assign, track, and complete tasks • Support assigned clients’ evolving needs and enhancements • Draft and maintain statements of work for features and implementations • Handle escalations and troubleshoot technical issues • Coordinate with appropriate teams to resolve issues

🎯 Requirements

• 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 • Strong understanding of contact center operations, customer service workflows, and operational metrics • Experience in project coordination or management, with success meeting project timelines and deliverables • Familiarity with call flow design principles and contact center platforms • Awareness of AI-driven tools and software automation • Ability to manage multiple priorities in a dynamic environment • Excellent communication and customer service skills • Experience using CRM or ticketing systems such as Salesforce, Oracle, Confluence, or similar • Comfortable working in a remote or hybrid environment • Self-motivated, adaptable, eager to learn and grow • Ability to work outside core business hours when needed for customer go-lives or key project milestones

🏖️ Benefits

• Equal opportunity employer • Reasonable accommodations for identified disabilities or other limitations as required by applicable laws • Diversity and inclusion commitment • Promotion from within