Intermedia Cloud Communications
Forward Deployed Engineer
About the Role
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.