Intradiem

• Own and drive Intradiem's internal AI transformation roadmap, translating company strategy into a prioritized, phased execution plan • Define and manage the AI use case pipeline across intake, evaluation, prioritization, and sequencing across all business functions • Serve as the organizational owner of Intradiem's AI operating model, driving the shift from ad hoc adoption to structured, scalable capability • Establish enterprise AI architecture through strategic framework selection and standardized, reusable development patterns that support consistent delivery across the business • Lead and grow a dedicated AI Enablement team responsible for use case delivery, workflow automation, and business enablement • Balance strategic direction with hands-on involvement, willing to lean in directly on tooling, architecture decisions, and use case execution where needed • Own the management, administration, and optimization of internal AI tools and platforms, ensuring they are well-governed, widely adopted, and delivering measurable value • Report directly to the VP of Technology and serve as the primary internal voice and decision-maker for AI transformation • Evaluate, select, and manage AI products, platforms, and services in partnership with the VP of Technology, with authority to move at speed and scale • Support AI transformation budget allocation in coordination with leadership, ensuring spend is tied to measurable business outcomes • Build, manage, and chair the AI Center of Excellence, Intradiem's cross-functional steering body for AI prioritization, adoption, and accountability • Establish and maintain AI governance frameworks covering responsible use policies, intake processes, and decisioning in partnership with Legal, Security, Compliance, and the People Team • Serve as the designated internal spokesperson for the AI program, collaborating across teams and with strategic partners to communicate progress and maintain alignment • Lead change management efforts to move the business through the AI transformation, building fluency, confidence, and sustainable adoption at all levels • Design and deliver role-based, in partnership with Learning Services, AI enablement programs, workshops, and learning initiatives tailored to technical and non-technical teams • Partner with functional leaders to identify, develop, and deploy AI solutions that reduce manual work, accelerate decisions, and create competitive leverage • Foster a culture of experimentation, innovation, and AI fluency across the organization • Develop and own key AI KPIs tracking adoption, active use cases, time-to-value, and business impact (including ROI and cost/efficiency savings) • Drive quarterly goal accountability for the AI program, reporting progress to leadership and the steering committee • Stay current on emerging AI technologies, regulatory developments, and industry trends to continuously sharpen strategy and decision-making

• Own execution of campaigns in Account Engagement (Pardot), including email, nurtures, segmentation, and workflows • Build and QA assets (emails, landing pages, forms) and ensure accurate tracking • Support campaign launches across 6sense, paid media, and web channels • Document and standardize campaign workflows for repeatability • Own and evolve lead scoring models within Account Engagement + Salesforce • Incorporate engagement data, webinar/event activity, and 6sense intent signals into scoring

• Design and operate AI-driven prospecting workflows that identify and engage high-fit accounts at scale • Build automated, personalized outreach sequences using LLM-powered tooling (e.g. Clay, Apollo, or equivalent) • Develop and maintain lead scoring models that incorporate product signals, firmographic data, and engagement patterns • Architect and maintain enrichment pipelines that keep our ICP data fresh, accurate, and actionable • Integrate data sources across our GTM stack (CRM, MAP, intent data, product telemetry) into a unified view • Partner with Engineering to expose product usage signals to the GTM stack in near-real-time • Identify and instrument PLG signals within the product (activation events, usage thresholds, expansion triggers) • Build automated workflows that route PLG signals to the right Sales motion at the right time • Collaborate with Product Management to define and operationalize the product-qualified lead (PQL) framework • Create dashboards and reporting that give Sales and Marketing visibility into pipeline health driven by product signals • Own the PLG tooling stack end-to-end — selecting, implementing, and managing the tools that power free trial infrastructure, onboarding instrumentation, activation tracking, and self-serve conversion • Document systems, workflows, and data models to ensure maintainability and knowledge transfer • Partner with Sales leadership on territory and account planning powered by data

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. ​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.

• 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.

• 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.

• 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 • 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 • 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 • 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 • 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.

• 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.

• Responsible for recognizing opportunities and turning leads into long-lasting partnerships. • Conduct customer prospecting as required to generate leads and ensure consistent pipeline coverage. • Partner with Inside & Outside Sales Representatives to establish strategic prospecting & lead generation cadence. • Responsible for facilitating customer Qualification, discovery, business case presentations and executing the end-to-end new logo sales process. • Close new logo business in assigned accounts to achieve quota. • Research assigned accounts and develop structured and well thought out organizational charts and target contacts by target persona. • Present research to sales leadership. • Develop and execute approved plans to create awareness, engagement, and opportunities within target accounts. • Understand the customer’s contact center & back office challenges, priorities and strategic roadmap while aligning Intradiem’s Solutions to meet customer needs. • Develop and foster relationships with key decision-makers and contact center/back office leaders, and demonstrate the value, competency, and expertise of the contact center and Intradiem solutions. • Execute strategy across all opportunities to engage with VITO (Very Important Top Officer) • Conduct interactive discovery meetings and align Intradiem’s value with the target account’s priorities and challenges, while positioning Intradiem as a strategic partner. • With the assistance of Sales Leadership, coordinate complex sales cycles and employ effective team selling strategies to gain budget, priority, and momentum across a range of sponsors and stakeholders, including contact center, executives, and IT. • Partner with and help multiple sponsors and stakeholders overcome internal obstacles, blockers, and objectives to successfully help them purchase Intradiem’s solution. • Be competent regarding contact center operations and Intradiem’s solution, vision, and roadmap. • Ensure regular Salesforce updates and all other sales cadences are strictly adhered to across all accounts. • Build and maintain Pipeline coverage of a minimum of 5x quota • Manage a new bookings quota and participate in account planning and forecast reviews. • Travel up to 25%. • Conduct all business in accordance with Intradiem’s policies and procedures.

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. Your Role: - Responsible for recognizing opportunities and turning leads into long-lasting partnerships. - Conduct customer prospecting as required to generate leads and ensure consistent pipeline coverage. - Partner with Inside & Outside Sales Representatives to establish strategic prospecting & lead generation cadence. - Responsible for facilitating customer Qualification, discovery, business case presentations and executing the end-to-end new logo sales process. - Close new logo business in assigned accounts to achieve quota. - Research assigned accounts and develop structured and well thought out organizational charts and target contacts by target persona. - Present research to sales leadership. - Develop and execute approved plans to create awareness, engagement, and opportunities within target accounts. - Understand the customer’s contact center & back office challenges, priorities and strategic roadmap while aligning Intradiem’s Solutions to meet customer needs. - Develop and foster relationships with key decision-makers and contact center/back office leaders, and demonstrate the value, competency, and expertise of the contact center and Intradiem solutions. - Execute strategy across all opportunities to engage with VITO (Very Important Top Officer) - Conduct interactive discovery meetings and align Intradiem’s value with the target account’s priorities and challenges, while positioning Intradiem as a strategic partner. - With the assistance of Sales Leadership, coordinate complex sales cycles and employ effective team selling strategies to gain budget, priority, and momentum across a range of sponsors and stakeholders, including contact center, executives, and IT. - Partner with and help multiple sponsors and stakeholders overcome internal obstacles, blockers, and objectives to successfully help them purchase Intradiem’s solution. - Be competent regarding contact center operations and Intradiem’s solution, vision, and roadmap. - Ensure regular Salesforce updates and all other sales cadences are strictly adhered to across all accounts. - Build and maintain Pipeline coverage of a minimum of 5x quota - Manage a new bookings quota and participate in account planning and forecast reviews. - Travel up to 25%. - Conduct all business in accordance with Intradiem’s policies and procedures. - Perform all other duties as assigned. Your Background: - Bachelor’s degree in Business, Sales, or a related field. - 5+ years of SaaS sales experience pertaining to Contact Centers, back office and structured workforces. - Initial success in an enterprise software sales environment, with excellent communication and sales skills. - Demonstrated competency in sales, market research, and business skills. - Customer-oriented with an ability/willingness to sell value through a Consultative Selling approach. - Ability to understand sales barriers and overcome hurdles to close business. - Effective verbal and written communication skills with the ability to credibly present recommendations at senior levels in the organization. - Motivated, goal-oriented with the proven ability to work with minimal direction and maintain a high level of collaboration across internal teams. - Possesses a high degree of honesty, integrity, and ability to maintain confidentiality. - Organizational and follow-up skills, problem-solving, and analytical skills. - A track record of success and results. - Open-minded, love to learn, grow, and improve every day. - Cross-functional, team player who fits into Intradiem’s “People first culture” – people like working with you. - Self-motivated, confident, proactive, and highly organized. 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.