Intermedia Intelligent Communications

The Team Captain will manage a remote technical support team to provide proactive and reactive support while monitoring key performance metrics. They will also facilitate employee coaching, analyze user issue data, and contribute to strategic process improvement projects.

Own the direction, roadmap, and execution of telecom solutions to accelerate profitable growth. Collaborate across engineering, operations, and regulatory teams to deliver high-quality Voice, UC, and AI solutions.

Resolve technical issues for non-technical end users via phone, web requests, and live chat. Identify product trends and bugs while identifying opportunities to upsell additional services.

Lead the deployment of AI-powered applications and contact center automation for customers from discovery through go-live. Serve as the primary technical partner to translate business requirements into scalable AI solutions and integrations.

Manage and grow an assigned book of business by driving retention and expansion through upselling and cross-selling cloud solutions. Proactively acquire new customers and deliver consultative proposals and demonstrations to key decision-makers.

The role involves growing and managing an assigned book of business for hosted communication and cloud solutions, focusing on retention and expansion through upsell and cross-sell opportunities. Responsibilities also include proactively prospecting for new logos via outbound campaigns and delivering consultative solutions to customers.