Designs, builds, and supports API and IVR integrations for enterprise contact centers. Responsibilities include gathering customer requirements, developing backend services, webhooks, middleware, and automation workflows, transforming data, integrating CRM 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.
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
Intermedia Cloud Communications Sunnyvale, California, USA Office
100 Mathilda Place, Suite 600, Sunnyvale, CA, United States, 94086
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