Intermedia Cloud Communications

Backend Engineer

• Design and develop high-quality backend solutions that are scalable, maintainable, and aligned with company standards.
• Build and evolve backend APIs and services for Contact Center Orchestration & Routing, Agent and Supervisor products.
• Implement backend capabilities that support real-time operational use cases, agent productivity, supervision, workflow orchestration, and decision-making.
• Drive backend architecture and engineering best practices across the team.
• Optimize system performance, scalability, reliability, and operational efficiency.
• Collaborate closely with Product, frontend, platform, and other backend teams to define requirements, shape technical solutions, and deliver robust product capabilities.
• Design and maintain clean service boundaries, data models, and integration patterns.
• Troubleshoot, debug, and improve existing backend systems and services.
• Review code, mentor other engineers, and help raise the overall engineering quality of the team.
• Document technical decisions, implementation approaches, API contracts, and relevant development practices.

Senior Backend Developer – Contact Center

Frontend Engineer

• Design and develop high-quality frontend solutions that are scalable, maintainable, and aligned with company standards.
• Build and evolve rich, responsive user experiences for Contact Center Agent and Supervisor products.
• Implement complex UI flows that support real-time operational use cases, agent productivity, supervision, and decision-making.
• Drive frontend architecture and engineering best practices across the team.
• Optimize application performance, responsiveness, and usability, including scenarios with real-time updates and high data density.
• Collaborate closely with Product, Design, and backend teams to define requirements, shape technical solutions, and deliver great user experiences.
• Contribute to component reuse, design consistency, and frontend platform improvements.
• Troubleshoot, debug, and improve existing applications and user experiences.
• Review code, mentor other engineers, and help raise the overall engineering quality of the team.
• Document technical decisions, implementation approaches, and relevant development practices.

Senior Frontend Developer – Contact Center

DevOps Engineer

• Ensure the availability, performance, and reliability of critical applications and services by designing and implementing robust monitoring, alerting, and optimization strategies.
• Define, measure, and maintain SLIs, SLOs, and error budgets to support service reliability goals.
• Partner with development teams to improve performance, reduce latency, and increase the resilience of applications in production.
• Work closely with platform and DevOps teams to ensure smooth alignment between infrastructure and application reliability.
• Define reliability standards and operational guardrails for platform capabilities and golden paths.
• Partner with platform engineering teams to design resilient self-service capabilities.
• Automate operational tasks such as deployments, rollbacks, scaling, failover, and recovery processes.
• Continuously improve CI/CD pipelines to reduce manual intervention and support safe, progressive delivery practices.
• Integrate automated validation, reliability checks, and operational guardrails into development and deployment workflows.
• Implement and maintain observability capabilities across production systems, including metrics, logs, traces, and dashboards.
• Develop dashboards, alerts, and operational views that provide real-time visibility into system health and application behavior.
• Act as a key responder during incidents, collaborating across teams to troubleshoot, mitigate, and resolve production issues.
• Conduct root cause analysis for incidents and drive long-term corrective actions to prevent recurrence.
• Run fire drills, game days, and chaos engineering exercises to validate system resilience under failure conditions.
• Monitor resource usage, capacity trends, and scaling behavior to support future growth and performance needs.
• Partner with security teams to ensure services align with security best practices, including secure communication, access controls, and data protection.
• Lead or contribute to regular production readiness and operational review meetings to assess system health, review incidents, and prepare for releases.
• Promote reliability engineering best practices across teams and help strengthen the overall operational maturity of the organization.

Site Reliability Engineer – IDP

• Design and develop high-quality backend solutions that are scalable, maintainable, and aligned with company standards.
• Build and evolve AI-driven backend services and components used across Contact Center and UC products.
• Implement backend capabilities that support AI Agents, Agent and Supervisor Assist, Intelligent Routing, Customer Insights, and related AI-powered features.
• Contribute to technical design discussions and help shape subsystem architecture and service design decisions.
• Collaborate closely with Product, Data Science, frontend, and backend teams to define requirements, shape technical solutions, and deliver robust product capabilities.
• Analyze and improve system performance, scalability, reliability, and operational efficiency.
• Implement high-quality, maintainable code that follows Intermedia’s engineering standards and best practices.
• Write unit and integration tests and contribute to end-to-end quality across services and features.
• Troubleshoot, debug, and resolve production issues in collaboration with cross-functional teams.
• Review code, mentor other engineers, and help raise the overall engineering quality of the team.
• Document software designs, implementation approaches, API contracts, and operational considerations.
• Stay current with emerging AI and software engineering technologies and apply them where appropriate.

Senior Backend Developer – AI

• Design and develop high-quality frontend solutions that are scalable, maintainable, and aligned with company standards.
• Build and evolve AI-powered frontend experiences across Contact Center and UC products.
• Implement frontend capabilities for products such as AI Agents, Agent Assist, Supervisor Assist, AI Builder, and related AI-driven applications.
• Build modern, responsive, and reusable web interfaces using Angular or similar frontend frameworks, integrating seamlessly with backend AI services.
• Collaborate closely with UX/UI designers to create intuitive user experiences and maintain high usability and accessibility standards.
• Contribute to frontend architecture and help shape subsystem-level technical design decisions.
• Optimize application performance, responsiveness, and cross-browser behavior across devices and usage contexts.
• Write clean, maintainable, and testable code that follows Intermedia’s engineering standards and best practices.
• Participate in code reviews, provide constructive feedback, and help raise the overall engineering quality of the team.
• Troubleshoot, debug, and improve existing frontend applications and user experiences.
• Document implementation approaches, technical decisions, and relevant development practices.
• Stay current with emerging frontend and AI integration trends and apply them where relevant.
• Actively participate in Agile ceremonies, demos, and planning sessions, sharing progress, technical ideas, and improvements with the team.

Senior Frontend Developer – AI

• Collaborate closely with the development team to deploy and maintain application infrastructure.
• Assist in the development and support of tooling to streamline the deployment and maintenance of our products.
• Work with Kubernetes, Docker, Helm and ArgoCD to deploy applications from development through to production environments.
• Support both in-house and third-party applications, including handling deployments, upgrades, and troubleshooting.
• Write and manage automation pipelines for application deployment and maintenance.
• Provision and manage infrastructure using Terraform.
• Document processes and best practices clearly and concisely.

DevOps Engineer, GCP

• Lead Scrum activities: sprint planning, task breakdown, tracking
• Assign work and provide day-to-day technical guidance
• Own and enforce code review standards
• Write and refine user stories; improve team’s story quality
• Translate product requirements into engineering tasks
• Ensure maintainability and consistency of the codebase
• Act as escalation point for complex technical issues
• **

Technical Lead – C++, Networking, Telephony Systems

• Lead Scrum activities: sprint planning, task breakdown, tracking
• Assign work and provide day-to-day technical guidance
• Own and enforce code review standards
• Write and refine user stories; improve team’s story quality
• Translate product requirements into engineering tasks
• Ensure maintainability and consistency of the codebase
• Act as escalation point for complex technical issues

Account Manager

• As a Partner Account Manager, you will actively pursue revenue objectives generated from selling services through channel partners to their user base of small/medium size businesses
• You will be expected to represent Intermedia during all phases from pre-sales activity to post-sales account management
• You will prospect for new business and sales opportunities through the Partner Channel
• Successfully conduct sales presentations demonstrating Intermedia’s voice and data solutions
• You will participate in sales and technology training
• Be responsible for meeting or exceeding monthly sales objectives
• In this role you will provide partners and customers with the highest standard of customer service through the sales cycle and work with internal departments within Intermedia to ensure successful pre and post-sale experience for both the Partner and the customer, including, but not limited to VIP Desk, Carrier Relations, Tech Support, Customer Service and Onboarding
• Responsible for building out a territory plan as well as working with specific partners in the areas of business development, business planning, marketing execution, and overall sales enablement activities

Partner Account Manager

Client Services Representative

• Highly experienced managing support teams in a remote environment.
• Assist with daily operations and manage a team of support specialist to provide proactive and reactive support to customers and partners.
• Effectively communicate and coach to performance expectations on case quality and customer interactions.
• Provide extensive coaching related to Intermedia’s product suite.
• Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders.
• Monitors call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence.
• Meet or exceed operational and customer support experience metrics targets.
• Evaluates, prepares, and conducts weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance.
• Strong ability to adapt to policy and procedure changes.
• Manage Footprints and Oracle Soft Cloud case workload.
• Create and maintain both internal and external support documents.
• Assist during major incident handling procedures in the event an outage occurs. This may include executive and customer facing communication.
• Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA.
• Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director.
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment.
• Strive daily to provide a Worry-Free Experience to customers and internal clients.

Team Captain, Client Services

Financial Planning and Analysis

• Own end-to-end headcount tracking for functional groups you will support, including reconciliation of active, open, and planned roles partnering with Talent Acquisition, HR, and business leaders to ensure alignment.
• Maintain and enhance HC reporting, ensuring accuracy across compensation elements using AI enabled tools to improve HC and attrition forecasting accuracy, identify patterns in hiring delays, vacancy durations, and turnover and drive other similar analysis.
• Execute core responsibilities in the recurring close and forecast processes, including variance analysis and P&L review.
• Prepare clear and concise commentary that connect performance to business drivers leveraging modern analytical tools to deepen insights and increase speed.
• Collaborate with business partners to understand future drivers (e.g., hiring plans, program investments, vendor activity) and incorporate them into forecasts.
• Ask thoughtful questions that challenge assumptions and elevate discussions.
• Support the development of annual plans, monthly/quarterly forecasts by partnering with cross-functional stakeholders as a trusted analytical thought partner.
• Communicate financial concepts clearly to non-finance audiences.
• Continuously evaluate your processes for scalability, accuracy, and efficiency.
• Help evolve FP&A workflows toward automation-first and insight-driven models.
• Partner with Systems, Accounting, and other stakeholders to improve data quality and flow.
• Document models, assumptions, and processes to ensure transparency and continuity.

Senior Financial Analyst

Manager

• Proactively engaging partner prospects in territory independently as well as working with marketing and others to ID and engage prospective partners
• Attend and present at industry events to evangelize Intermedia and recruit new partners
• Present Intermedia’s unique value proposition for the Service Provider Program, (sell them on the company, product, and platform.)
• Developing business plans with key partners’ leadership, and ensuring critical milestones are met through plan execution
• Coordinating and collaborating with Intermedia’s onboarding and channel sales teams to successfully launch a partnership and achieve target revenue goals

Channel Development Manager – Service Provider

Engineer

• Support the AI Center of Excellence in exploring and prototyping AI-powered workflows and automations.
• Assist with building lightweight prototypes using tools such as ChatGPT, Power Automate, and basic scripting.
• Help analyze internal documentation and knowledge bases to identify opportunities for automation or improvement.
• Work with team members to map simple workflows and identify repetitive tasks that could benefit from AI assistance.
• Support small AI pilot projects by testing ideas, gathering feedback, and documenting outcomes.
• Help create reusable prompts, templates, and example workflows for internal teams.
• Collaborate with engineers, analysts, and business teams to experiment with practical AI use cases.

Senior Backend Developer – Contact Center

Senior Frontend Developer – Contact Center

Site Reliability Engineer – IDP

Senior Backend Developer – AI

Senior Frontend Developer – AI

DevOps Engineer, GCP

DevOps Engineer, GCP

DevOps Engineer, GCP

Technical Lead – C++, Networking, Telephony Systems

Technical Lead – C++, Networking, Telephony Systems

Partner Account Manager

Team Captain, Client Services

Senior Financial Analyst

Channel Development Manager – Service Provider

A.I. Forward Deployed Engineer Intern