Offer summary

Qualifications:

Bachelor’s Degree in Science, Technology, Engineering or Mathematics or a related field., 5+ years of experience in contact center operations or WFM role., In-depth knowledge of contact center operations across WFM, Operations and Supervisory roles., Strong presentation and verbal communication skills..

Key responsibilities:

Partner with the sales team to uncover business problems within the contact center.

Conduct in-depth discovery sessions to identify customer value and align Intradiem’s solutions.

Develop relationships with key decision makers and demonstrate the value of Intradiem’s solutions.

Coordinate with Sales, Product Management, and Service Delivery to address customer needs.

Job description

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

Your Role:

Partner with the sales team in working directly with prospects and customers to help uncover common business problems within the contact center and then demonstrates how Intradiem’s automation solution can help solve those business problems.

Understand the customer’s contact center vision, business plan, roadmap and align Intradiem’s use cases to meet customer needs.

Develop and foster relationships with key decision makers and contact center leaders and demonstrate contact center and Intradiem solution value competency and expertise.

Conduct in-depth discovery sessions in support of the customer value identification process.

Evaluate business requirements and align the appropriate use cases of the Intradiem solution as part of a consultative sales process.

Be the subject matter expert on contact center operations, Intradiem’s solution and vision and roadmap and apply it to solve customer challenges.

Responsible for using prescribed tools to develop and communicate customer value and business cases.

Participate in customer discovery sessions, value and business case reviews and business requirements sessions.

Conduct solution demonstrations and align functionality and value to customer pain points.

Coordinate and interface with Sales, Product Management and Service Delivery to surface and discuss customer needs and insights.

Partner with Sales to close new logo and add-on business with customers.

Interface with the implementation/project team, articulating customer requirements, to ensure smooth sales to service hand-offs.

Ability to travel 25%-50%.

Conduct all business in accordance with Intradiem’s policies and procedures.

Perform all other duties as assigned.

Your Background: 

Bachelor’s Degree in Science, Technology, Engineering or Mathematics or a related field, or an equivalent combination of education, training, and work experience.

5+ years of experience in a contact center operations or WFM role.

In-depth knowledge of contact center operations across WFM, Operations and Supervisory roles.

Demonstrated ability to work with and gain the confidence of contact center sponsors and stakeholders.

Ability to listen to customer needs and effectively align and communicate Intradiem’s solution value proposition.

Must be customer focused and capable of building confidence and trust.

Strong presentation and verbal communication skills.

Demonstrated ability to interface effectively and collaborate with clients, peers, and management to develop solutions and ensure stakeholder buy-in.

Demonstrated ability to accurately analyze information and make sound decisions.

Ability to take initiative and accountability for achieving results.  
Excellent interpersonal, oral and written communication skills.

Work Authorization and Equal Employment Opportunity  

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Visa sponsorship is available for this position. 

Intradiem is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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