Job Title: Systems Integration Engineer
Location: Alpharetta, Georgia
Reports To: Manager of Systems Integration Engineering
Intradiem is a leading-edge SaaS company that combines big data, machine learning, real-time automation, integration technologies, and robotics to create significant customer experience and cost reduction benefits for large enterprises. We are a collaborative, results-oriented engineering team focused on solving problems using innovative ideas and technology.
A lot has been written about “Big Data” and the exponential growth of it. Intradiem is leading the development of a new category of software, empowering companies to turn insights and vast amounts of disconnected data into real business results.
At the core of the platform is the Rules Engine, where triggers, conditions, and actions combine to create powerful use cases that lead to dramatic cost savings for Intradiem’s customer base.
The Systems Integration Engineer (SIE) is responsible for working with mid-level to large clients to install, integrate, and configure the Intradiem platform within the client environment. The SIE will act as the customer-facing, technical point of contact throughout the project lifecycle, including pre-sales. During implementation, the SIE is responsible for configuring and troubleshooting integrations with the client’s ACD, WFM, KPI, UMA, LMS systems and agent desktops. Post implementation, the SIE will provide support for technical issues, hot fixes, upgrades, and client follow up.
Leads technical discussions with clients throughout the project lifecycle.
Manages the implementation of all integrations.
Troubleshoots technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
Understands and follows Intradiem’s and the customer’s change management process.
Proactively supports and partners with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
Designs and conducts Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
Develops and maintains technical documentation specific to the client in order to support technical delivery and integrations.
Works with internal teams to implement Hot Fixes and Upgrades as necessary.
Learns from and receives guidance from Senior SIE resources.
U.S. and International travel to customer sites as necessary, averaging 25%.
This can be a remote position. Employees must have a strong internet connection and dedicated office space.
Conduct all business in accordance with Intradiem policies and procedures
All other duties as assigned.
Strong technical, analytical, and troubleshooting skills.
Proven experience in problem analysis and resolution of complex software issues.
Ability to travel to customer sites to complete necessary implementation work and Systems Integration Testing (SIT).
Experience with computer networking and communications.
Ability to prioritize competing tasks in a fast-paced, dynamic environment.
Innovative thinker who is positive, proactive, and readily embraces change.
Strong communication skills with the ability to convey complex or highly technical issues concisely and effectively.
Proactive self-starter requiring little direction and supervision.
Relational database experience (MS SQL preferred).
Ability to read and troubleshoot XML and Java.
Minimum 4 years’ experience installing software solutions and integrating to 3rd party systems in a customer facing position.
Experience supporting ACD and Workforce Management Systems in a Contact Center environment.
Bachelor's Degree in Science, Technology, Engineering, Mathematics, or equivalent experience.
Experience implementing solutions in a SaaS-based environment.
Experience working with 3rd party software integrations.
Intradiem, Inc. is an Equal Opportunity Employer.