Forward Deployed Engineer

About Intermedia

• Lead customer-facing AI Application deployments from project kickoff through go-live and hypercare.
• Facilitate discovery workshops with IT, Contact Center, CX, CRM, and executive stakeholders.
• Translate customer workflows into clear business requirements, process flows, and solution designs.
• Configure and deploy AI Applications across voice and digital channels, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and custom AI workflows.
• Design Contact Center AI workflows including intent recognition, dynamic routing, escalation logic, fallback handling, and post-call summarization.
•  Integrate AI Applications with CRM and enterprise platforms such as Salesforce, HubSpot, Microsoft Dynamics 365, ServiceNow, Zendesk, and Zoho CRM.
•  Build and test REST API integrations, webhook configurations, data flows, authentication, and CRM writeback processes.
• Author test plans, support UAT, lead go-live readiness, and provide structured hypercare support.
• Contribute to Statements of Work, scope definition, change orders, and expansion opportunity identification.
• Partner with Product and Engineering teams to communicate customer feedback, product gaps, and deployment learnings.
• Create deployment playbooks, integration runbooks, and configuration guides to help scale the Professional Services practice.

• 2-3+ years of hands-on experience in Professional Services, solutions engineering, technical implementation, or customer-facing
• SaaS/Cloud deployment.
• Experience deploying or supporting Contact Center technologies, including IVR, ACD/routing, queue management, agent workflows,
• or reporting.
• Exposure to UCaaS, CCaaS, Contact Center, or Cloud Communications platforms such as Intermedia, RingCentral, Zoom, Vonage,
• 8x8, Five9, NICE CXone, Genesys, or Twilio.
• Experience managing customer-facing technical engagements from requirements gathering through go-live.
• Familiarity with AI-Powered Applications such as Virtual Agents, Conversational AI, AI Routing, LLM-Based Assistants, or similar
• technologies.
• Strong understanding of Contact Center architecture, call flows, IVR/IVA, skills-based routing, reporting, and customer experience
• metrics.
• Hands-on experience with CRM integrations, APIs, webhooks, JSON/XML data mapping, OAuth 2.0, and basic API troubleshooting.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Strong written communication skills, including experience producing BRDs, SDDs, SOWs, status reports, or runbooks.
• Self-directed project management skills with the ability to manage multiple customer deployments at the same time.

• Preferred experience: 3-5 years in Professional Services, ideally within UCaaS, CCaaS, Contact Center, SaaS, Cloud Communications, or AI Application Deployment.
• Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, or HubSpot implementation experience.
• Contact Center platform certifications such as Five9, NICE CXone, Genesys Cloud, Twilio Flex, or equivalent.
• Experience configuring LLM-Based AI Agents, prompt templates, conversation flows, fallback logic, or Voice Agent workflows.
• Working knowledge of AI Voice Agent platforms such as Synthflow, Voiceflow, Dialogflow CX, Amazon Lex, Google CCAI, or similar.
• Python or JavaScript scripting ability for lightweight data transformation, API response parsing, or configuration validation.
• Experience with regulated or vertical-specific environments such as healthcare, financial services, retail/eCommerce, legal, or Professional Services.
• Familiarity with HIPAA, PCI-DSS, TCPA, call recording compliance, or other Contact Center regulatory considerations.

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Flexible PTO.
• Annual professional development budget.
• Paid parental leave.
• Access to Intermedia's Communications Platform.

Diversity, Inclusion, and Equal Opportunity