Implementation Specialist

Intermedia Intelligent Communications•Vaughan, ON

1d•CA$60,000 - CA$70,000•Hybrid

About The Position

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.

Requirements

Bachelor’s degree in a related field or 3+ years of experience in customer onboarding, implementation, or a client-facing technical role.
Experience working in or implementing contact center solutions, with a strong understanding of contact center operations, customer service workflows, and operational metrics used to improve performance and enhance the customer 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.

Responsibilities

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