Department: Client Services

Location: CAN - Remote

Description 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.
• Strong understanding of contact center operations and metrics , with the ability to use data to improve performance and user 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.