Implementation Engineer - Contract

Department: Client Services

Employment Type: Contract / Temp

Location: United States

Reporting To: Joanne Jagannath

Compensation: $40.00 - $50.00 / hour

Description

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