Workday Configurations Analyst II
CSS
ServiceNow
Technical Design Analyst
Intradiem
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
SQL
About the role
- Support technical discussions with current and future clients during Technical Design.
- Seek to understand the customer environment in detail in order to ensure integration compatibility.
- Communicate integration prerequisites and documentation.
- Leads discussions regarding network and security requirements with current and future clients.
- Discuss software and hardware requirements with current and future clients.
- Accurately track and communicate prerequisite status internally and externally.
- Proactively drive internal and external resources to complete all technical design tasks within SLAs to support client implementation.
- Understand and follow Intradiem’s and the customer’s change management process.
- Proactively supports and partners with the Project Managers, Implementation Consultants, and Success Managers.
- Complete validation of completed technical prerequisites including validating connectivity.
- Develop and maintain technical documentation specific to the client.
- Facilitate handoff to the Technical Delivery team.
- Conduct all business in accordance with Intradiem’s policies and procedures.
- Perform all other duties as assigned.
Requirements
- Bachelor's Degree in Science, Technology, Engineering, Mathematics, or equivalent experience.
- Minimum 2 years of experience working with and/or supporting Contact Center technology.
- Experience working in or supporting Contact Center environments.
- Experience working with ACD technology, call routing, and architecture.
- Experience working with Workforce Management (WFM) systems.
- Experience delivering technical implementations in a customer-facing position.
- Experience implementing solutions in a SaaS-based environment.
- Strong technical and analytical skills.
- Relational database coursework and/or experience (MS SQL preferred).
- Experience working with 3rd party software integrations.
- Experience working with any of the following ACD providers: Cisco, Avaya, Genesys, and/or Aspect.
- Experience working with any of the following WFM providers: Aspect, IEX, and/or Verint.
- Familiarity with networking and using basic networking tools such as Ping, Ipconfig, and Telnet.
Benefits
- Family-first culture
- Transparent leadership
- Unfettered growth opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Contact Center technologyACD technologycall routingWorkforce Management (WFM) systemsSaaS-based solutionsMS SQL3rd party software integrationsnetworking toolstechnical documentationtechnical design
Soft skills
communicationanalytical skillsleadershipcollaborationproblem-solvingcustomer-facingproactive supportproject managementorganizational skillsfacilitation
