Intermedia

• Grow and manage an assigned book of business for Intermedia’s hosted communication and cloud solutions, driving both retention and expansion. • Develop and execute account growth strategies to identify, qualify, and close upsell and cross-sell opportunities within existing customers. • Proactively prospect and acquire new logos, leveraging outbound campaigns, targeted outreach, and partner referrals to expand Intermedia’s customer base. • Engage with customers through inbound and outbound channels, providing consultative solutions that align with their business needs. • Build and deliver compelling proposals and presentations to key decision-makers, articulating the value of Intermedia’s platform. • Conduct online demonstrations showcasing Intermedia’s services, features, and integrations. • Collaborate cross-functionally with internal teams to support migrations, platform upgrades, and tailored solution planning. • Maintain a strong understanding of Intermedia’s full product portfolio to effectively position offerings and drive customer success. • Consistently achieve or exceed quota through a balanced focus on customer retention and new revenue generation.

• Serve as the Product Manager for 1–2 development teams, driving day-to-day execution. • Prioritize and maintain a clear, structured backlog aligned with product goals and stakeholder needs. • Participate in Agile ceremonies including sprint planning, refinement, daily stand-ups, demos, and retrospectives. • Collaborate with product managers and cross-functional partners to understand business needs and convert them into explicit, detailed requirements. • Develop user stories, acceptance criteria, use cases, and workflow diagrams/UML models for development teams. • Work with UI/UX teams to coordinate prototypes and design assets. • Contribute to roadmap planning by providing execution-level insights, capacity considerations, and feasibility input. • Communicate progress, risks, and timelines to stakeholders; set and manage expectations proactively. • Plan releases and coordinate delivery across engineering, QA, operations, and customer-facing teams. • Lead cross-team efforts involving multiple Intermedia products or systems.

• Lead customer-facing AI Application deployments from project kickoff through go-live and hypercare. • Facilitate discovery workshops with IT, Contact Center, CX, CRM, and executive stakeholders. • Configure and deploy AI Applications across voice and digital channels, including AI Receptionists, Intelligent Routing Agents, Virtual Assistants, and custom AI workflows. • Build and test REST API integrations, webhook configurations, data flows, authentication, and CRM writeback processes. • Author test plans, support UAT, lead go-live readiness, and provide structured hypercare support. • Partner with Product and Engineering teams to communicate customer feedback, product gaps, and deployment learnings.

• 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.

• 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

• Serve as a Product Owner for 1-2 development teams • Prioritize backlogs for development teams • Participate in Scrum activities such as sprint planning and demo meetings • Work with product managers and other stakeholders to understand business needs • Develop detailed requirements for development teams: UML/workflow diagrams, user stories and use cases • Coordinate UI prototyping and graphical design • Participate roadmap planning activities • Communicate statuses to stakeholders, manage expectations • Plan releases and coordinate delivery to operations and customers • Lead cross-team projects.

• 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.

• 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.

• 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

• 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.