Platform Engineer

Join us in bringing joy to customer experience. Ironwood Digital is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. The Platform Engineer plays a key role within Professional Services and will lead and manage the discovery, design, configuration, and deployments of Ironwood Digital software for our Mid-Market, Enterprise and Named clients. Key Responsibilities: Act as the customers trusted advisor by providing a consultative approach in deploying Ironwood Digital software through the project lifecycle. Design solutions, create technical documents, and configure the Ironwood Digital platform based on each customer’s unique requirements. Troubleshoot software solutions in a wide array of configurations and customer environments. Provide customized training to ensure customers have a thorough understanding of their solution. Articulate the value of Ironwood Digital Professional Services through demonstrations and open discussion with customers and prospects. Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. Effectively communicate with internal and external stakeholders. Excellent English – spoken and written - is a must. Work on a permanent night shift schedule in an eastern US time zone (EST hours). Key Skills: Minimum of 3 to 5 years of experience in Professional Services, implementation and configuration experience in a cloud computing or telephony environment. Strong experience with Software as a Service (SaaS) model. Experience with implementing SaaS Contact Center solutions (NiCE, Genesys, Talkdesk or other) is required - experience deploying and/or managing Ironwood Digital software is preferred. Extensive knowledge of Customer Relationship Management systems (CRM) and Lead Management solutions (Salesforce, MS Dynamics, NetSuite, Zendesk and ServiceNow). Knowledge and experience creating outbound dialing strategies that include integrations with CRMs and the use of API’s and/or webservices. Strong experience with Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) scripting and development. Solutions frequently require the use of expressions, functions, and advanced webservices. Integrations requiring code development such as JavaScript, Extensible Markup Language (XML), and Hypertext Markup Language (HTML). Ability to decipher business requirements from multiple verticals and filter the information in an easily understandable format to provide an optimal configuration recommendation for individual customers. Ironwood Digital embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Ironwood Digital is an equal opportunity employer. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal . Note: Ironwood Digital will never request that an applicant send money as a prerequisite for commencing employment with Ironwood Digital.