Intradiem
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).
- Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
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Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
This position is eligible for candidates located in the United States and United Kingdom
Your Role:
- Lead a team of onsite and offshore QA Engineers to ensure delivery of high-quality, scalable software across web, API, and platform services.
- Drive a modern quality engineering approach focused on early validation, strong test coverage, and automation-first practices.
- Partner with Product, Engineering, and DevSecOps to ensure requirements are clearly defined, testable, and complete before development begins.
- Establish and enforce quality standards across the development lifecycle, ensuring consistency and reliability of delivered features.
- Ensure comprehensive test coverage across functional, regression, performance, and edge-case scenarios.
- Promote and expand test automation across UI, API, and system-level validation.
- Use data and metrics to assess product quality, identify risks, and support release readiness decisions.
- Identify gaps in requirements, testing, and processes early, and drive continuous improvement across the team.
- Ensure alignment between requirements, test coverage, and validation outcomes to support high confidence in releases.
- Collaborate across teams to improve development workflows, quality practices, and delivery efficiency, including the adoption of AI-assisted development and testing tools.
- Mentor and develop QA engineers, fostering a culture of ownership, accountability, and continuous learning in a rapidly evolving, AI-enabled engineering environment.
- Advocate for quality as a shared responsibility across the organization, not just within QA.
- Conduct all business in accordance with Intradiem policies and procedures.
- Perform all other duties as assigned.
Your Background:
- Bachelor’s degree in Computer Science, related field, or equivalent work experience.
- 3+ years of managing a QA team testing front-end, back-end, desktop applications.
- 5+ years of QA experience with a strong focus on test automation and quality engineering practices.
- Knowledgeable in modern SDLC methodologies with a focus on automation, continuous delivery, and emerging AI-assisted development practices.
- Experience leading teams across functional testing, performance testing, test automation, and quality workflows.
- Strong understanding of API testing (REST/SOAP), SQL queries, log analysis, and performance testing.
- Experience with QA and test automation tools, such as Qmetry, Jira, Confluence, JMeter, or similar.
- Experience with release processes in CI/CD environments.
- Excellent problem solving and analytical skills.
- Detail oriented with a strong ability to prioritize and deliver results.
- Must be able to adapt to changing requirements and priorities.
- Ability to work independently, self-motivated and a strong team player.
- Familiarity with AI-assisted development or testing tools is a plus.
- Experience working in highly automated, CI/CD-driven environments preferred.
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
Ready to apply?
Apply to Intradiem
Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
Strategic Account Growth
- Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption
- Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment
- Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives
- Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership
- Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries
Customer Success & Value Delivery
- Develop a trusted advisor relationship with Intradiem champions to ensure each customer's use of the solution closely aligns with its business case and strategy
- Serve as the primary point of contact for assigned accounts, providing real-time assistance and support for day-to-day needs on the Intradiem platform
- Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation
- Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items
- Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support
Relationship & Change Management
- Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership
- Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation
- Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution
- Serve as a strong customer advocate and voice of the customer when engaging with Intradiem teams in Sales, Technical Support, Product Management, and Senior Leadership
Cross-Functional Collaboration
- Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts
- Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies
- Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account
- Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value
Additional Responsibilities
- Travel up to 25% to support executive engagements, customer strategy sessions, and industry events
- Conduct all business in accordance with Intradiem's policies and procedures
- Perform all other duties as assigned
Your Background:
- Bachelor's degree required
- 6+ years of SaaS account management, customer success, or enterprise sales experience with demonstrated success in strategic account growth and customer retention
- 2-4 years of contract negotiation and renewal strategy experience
- Proven track record of developing and maintaining C-level relationships and driving software/service adoption
- Experience with Salesforce CRM required
- Contact center and/or Workforce Management background highly preferred
- Strong technical acumen, with the ability to evaluate and strategically align customer environments with Intradiem's solutions
- Thorough understanding of financial principles to support complex contract negotiations and growth initiatives
- Advanced business acumen with strength in market research, financial analysis, and strategic planning
- Subject matter expert (SME) and consultant in the practical application of SaaS solutions
- Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other technologies supporting contract analysis and strategic account management
- Experience with SaaS methodologies and customer success frameworks
- Excellent communication and interpersonal skills, with the ability to influence, present, and build trust at all levels
- Strong change management and problem-solving capabilities, including identifying barriers and driving adoption
- Ability to translate technical concepts for non-technical audiences
- Highly organized, analytical, and detail-oriented, delivering high-quality work on time
- Self-motivated and collaborative, with a track record of driving growth and retention
- Demonstrates integrity, discretion, and sound judgment, particularly with senior stakeholders
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
Ready to apply?
Apply to Intradiem
Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead business decision meetings as the subject matter expert (SME) and trusted advisor, providing strategic guidance and consultation with customer's business team and Intradiem champions during implementations at a large healthcare customer.
- Manage multiple implementation projects, ensure timely completion with quality results, prioritize responsibilities, and effectively track progress.
- Build trusted advisor relationships with the customer’s executives and Intradiem champions to consult on best practices and proven solutions, maximizing the value and benefits of their Intradiem investment.
- Configure and manage the solution to align with the customer's objectives and requirements identified during business delivery meetings.
- Provide launch as well as ongoing support to the customer’s business team and other Intradiem champions, ensuring successful adoption by implementing Intradiem solutions and best practices.
- Provide troubleshooting support to assist with tracking and measuring the initial adoption of Intradiem against customer defined goals and objectives to ensure successful implementation and usage.
- Collaborate with internal cross-functional teams to develop and deliver high-quality services, maintaining strong working relationships to ensure customer satisfaction.
- Identify, document and communicate best practices, key trends, and process improvements.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
Your Background:
- Bachelor's degree or 5+ years of experience in project management, software implementation, or Workforce Management role.
- Have 3+ years experience with business consulting and process improvement.
- Experience interfacing with external customers, sales, consulting services and executive management.
- Experience with SaaS software solutions.
- Excellent Change Management skills, including the ability to influence, motivate and persuade.
- Strong experience with Microsoft Excel, Word, and PowerPoint
- Strong ability to convey functional information to non-technical personnel at all levels; and good listening skills to translate requirements from non-technical customers into requirements for the Product Management team.
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
- Excellent written and oral communication skills, including presentation skills and ability to consult remotely and onsite.
- Desire and ability to proactively research solutions and best practices.
- Excellent reasoning and analytical skills.
- Strong customer focus and service orientation.
- Self-driven, with excellent time management skills.
- Hands-on, individual contributor and collaborative team player
- Experience in the healthcare industry is preferred
- Experience with contact centers is preferred
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
Ready to apply?
Apply to Intradiem
Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead and transform the Project Management Office division, developing innovative frameworks, automation solutions, and scalable methodologies that dramatically increase project delivery capacity and quality without proportional headcount increases in SaaS environments.
- Design and implement comprehensive project management systems that leverage technology, standardization, and workflow optimization to achieve significant improvement in project throughput while maintaining exceptional customer satisfaction through technical implementations, pilots, migrations, and upgrades.
- Build, develop, and lead a high-performing team of Project Managers and project professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence while addressing quality focus and follow-through systematically.
- Establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.
- Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Salesforce, Monday.com, etc.) to maximize efficiency, transparency, and customer impact while reducing manual effort.
- Design sophisticated metrics frameworks, performance dashboards, and predictive analytics systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions leveraging comprehensive reporting systems.
- Ensure exceptional customer experience throughout all project lifecycles by maintaining low customer effort scores, proactive communication strategies, and systematic monitoring of customer sentiment during onboarding through ongoing support.
- Serve as key executive stakeholder in strategic planning, capacity modeling, and high-level project reviews, providing insights on delivery scalability that support aggressive company expansion goals while ensuring projects exceed customer expectations.
- Lead organizational transformation initiatives that enhance project delivery capabilities, implement industry-leading practices, and drive adoption of innovative approaches specifically designed for SaaS project management environments.
- Establish comprehensive quality assurance frameworks, detailed review mechanisms, and risk mitigation strategies that ensure consistent project delivery excellence across diverse technical implementations while systematically addressing completeness and accuracy requirements.
- Effectively partner with Sales organization for Statement of Work development, delivery planning, and project scoping that accelerates sales cycles and ensures successful project outcomes.
Your Background:
- Bachelor's degree in Business Administration, Project Management, Engineering, or related field. PMP, PMI-ACP, or equivalent advanced project management certification required. Master's degree in Business Administration, Project Management, or related field preferred.
- 10+ years of progressive project management experience with minimum 5 years in senior leadership roles managing PMO functions in high-growth SaaS or technology companies with documented track record of scaling PMO operations and project delivery capacity without proportional headcount increases through process optimization, automation implementation, and methodology innovation.
- Deep expertise in SaaS project management environments including customer implementations, technical integrations, product deployments, system migrations, and platform upgrades with clear understanding of SaaS business models, customer success metrics, and contact center technology or workforce management solutions preferred.
- Proven success building, leading, and developing project management teams (10+ direct and indirect reports) with strong performance management capabilities, talent development focus, and experience implementing systematic accountability and follow-through processes.
- Strong background in designing and implementing scalable project management frameworks, governance structures, automation tools, and operational excellence programs that drive measurable business outcomes with advanced proficiency in project management platforms (Monday.com, Asana, Smartsheet), CRM systems (Salesforce), and system integrations.
- Proven ability to translate business strategy into operational excellence with experience in capacity planning, resource optimization, strategic workforce management, project portfolio financial management, and ROI analysis for multi-million dollar project portfolios with strong analytical thinking abilities using data insights to drive decision-making.
- Exceptional communication and interpersonal skills with demonstrated ability to engage senior executives, stakeholders, and cross-functional teams effectively while building consensus, driving adoption of new methodologies, and managing complex stakeholder relationships across diverse environments.
- Demonstrated ability to implement systematic quality assurance processes, detailed review mechanisms, and comprehensive follow-up procedures to ensure completeness and accuracy in high-volume project environments with proven track record of driving projects to complete closure.
- Experience in contact center technology, workforce management, AI/automation solutions, or business process optimization platforms preferred. Additional certifications in Lean Six Sigma, Agile/Scrum, Change Management, or Business Process Management highly valued.
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
Ready to apply?
Apply to Intradiem
Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.
Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.
What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.
How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.
Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.
Our Values
We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).
Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead technical discussions with clients throughout the project lifecycle.
- Technical solution requirements gathering, design, and delivery.
- Manage the implementation of SaaS integrations.
- Troubleshoot technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
- Understand and follow Intradiem’s and the customer’s change management process.
- Proactively support and partner with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
- Design and conduct Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
- Develop and maintain technical documentation specific to the client in order to support Technical Delivery and integrations.
- Work with internal teams to implement hot fixes and upgrades as necessary.
- U.S. and International travel to customer sites as necessary, averaging 10%.
- 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, Mathematics, or equivalent experience.
- Minimum 4 years of experience installing software solutions and integrating to 3rd party systems in a customer-facing position.
- 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, analytical, and troubleshooting 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.
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. 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.
Ready to apply?
Apply to Intradiem