Lead deployment and onboarding of contact center software: gather requirements, design and deploy IVR workflows, train clients, manage UAT and SOWs, coordinate internal teams, handle escalations, provide post-implementation support, and ensure timely delivery and client satisfaction.
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:
We’re seeking a detail-oriented and customer-focused Implementation Specialist to lead the deployment and onboarding of our Contact Center software solutions. In this role, you’ll work directly with clients to configure, integrate, and optimize the platform to meet their business communication needs.
You’ll act as the primary liaison between customers and internal teams, ensuring a smooth transition from purchase to launch. The ideal candidate is passionate about technology, understands contact center operations, and excels at guiding users through complex systems with clarity and confidence.
What you will be doing:
- Lead project kickoff calls to gather requirements and outline timelines and deliverables.
- Act as a call flow and customer experience expert, helping clients design efficient and effective IVR systems.
- Design, build, test, and deploy IVR workflows based on client requirements.
- Train clients on all product features through online sessions and when requested in person.
- Work with clients to configure their portals and guide them through User Acceptance Testing (UAT) to confirm readiness before launch.
- Manage project timelines to ensure successful and timely onboarding delivery.
- Be flexible to work outside core business hours when needed to support customer go-lives or key project milestones.
- Provide post-implementation support, resolving client questions or concerns promptly.
- Offer clear, accurate guidance on product use and best practices.
- Process and document change requests following internal procedures to ensure clarity and consistency.
- Manage client expectations and ensure all changes or updates are delivered accurately and on time in live environments.
- Maintain strong client relationships, sharing insights and feedback with internal teams to support continuous improvement.
- Collaborate with internal teams to assign, track, and complete tasks needed to meet client goals.
- Manage an ongoing relationship with assigned clients, supporting their evolving needs and enhancements.
- Draft and maintain statements of work (SOWs) for new features or implementations.
- Handle escalations quickly and professionally, ensuring timely resolution.
- Troubleshoot technical issues and coordinate with the right teams for resolution.
- Interact with clients to receive and clarify change requests following internal processes to ensure that information is gathered, stored and shared in a clear, methodical manner.
- Ongoing relationship with portfolio of assigned client for change and development requests
- Create and document statement of work for feature requests or implementations
- Manage escalated issues with urgency to resolution
- Troubleshoot issues and identify resources needed to help resolve
What you will bring to the role:
- 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, with a strong understanding of contact center operations, customer service workflows, and operational metrics used to improve performance and enhance the customer experience
- Experience in project coordination or management, with proven success meeting project timelines and deliverables.
- Familiarity with call flow design principles and contact center platforms.
- Awareness of AI-driven tools and automation in software, with the ability to understand how artificial intelligence enhances customer engagement and operational efficiency.
- Fast learner who can manage multiple priorities in a dynamic environment.
- Excellent communication and customer service skills—able to explain complex concepts clearly and collaborate effectively with clients and teammates.
- Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence, or similar) to manage client information and updates.
- Comfortable working in a remote or hybrid environment, maintaining strong organization and accountability.
- A team player who’s self-motivated, adaptable, and eager to learn and grow.
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
Similar Jobs
Hardware • Healthtech • Software • Analytics
Run onboarding and go-live implementations for senior living communities, managing multiple projects, training staff (in-person and remote), coordinating device setup, troubleshooting hardware/software, and providing ongoing client support to ensure successful transitions from legacy nurse call systems to Sage.
Energy
Execute end-to-end customer onboarding using defined playbooks, configure and train customers for early product adoption, track milestones, escalate risks and bugs, coordinate with Engineering and Product, and contribute to onboarding documentation and process improvements to ensure timely first value and high customer satisfaction.
Top Skills:
CRMProject Tracking ToolsSaaSScrum
Fintech • Software
Lead enterprise customer onboarding and implementations for Karbon: manage project plans, data migrations, training, change management, and stakeholder communications to drive adoption and measurable ROI. Collaborate with Sales, Product, and Support and use AI tools to optimize processes.
Top Skills:
AIAi-Driven Workflow AutomationsChatgptExcelKarbon
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
