As the leader of a team of nearly 40 professionals at Intradiem, I am privileged to have the opportunity to drive excellence in customer experience within the SaaS industry. Our team covers Technical Readiness, Technical Delivery, Technical Support, and Operations Development, enabling us to deliver exceptional service to our clients.

As the Director of Systems Integration, I led the Technical Delivery team that engaged with customers, ensuring their satisfaction with the implementation of our Intradiem platform. My performance was evaluated based on customer satisfaction scores, Net Promoter Scores (NPS), and retention results. I was also accountable for ensuring the technical aspects of all projects were delivered with the highest level of quality and within the defined parameters of each project. As part of this responsibility, I directly supervised and managed a team consisting of Systems Integration Analysts and Engineers. My role required me to provide technical design, implementation, and complex troubleshooting support for our strategic accounts.

Throughout my tenure, I built the Technical Delivery team from the ground up. This team had the responsibility of guaranteeing quality and adherence to project parameters for all technical aspects of our projects. In this capacity, I provided direct supervision and management for a team comprised of Systems Integration Analysts and Engineers. My role demanded hands-on involvement in technical design, implementation, and intricate troubleshooting support for our strategic accounts.

As a Senior Systems Integration Engineer, I serve as a key member of the Project Management Organization and am the primary customer facing technical subject matter expert throughout the client life-cycle. I support the sales teams throughout the sales cycle and am called upon to describe and discuss the integrations with potential clients and address any preliminary network or data security concerns. During the implementation phase of client engagement, the Integration Manager is responsible for executing the integrations with the client systems including ACD, WFM, KPI, UMA, LMS, and Client Desktops. In addition, I am responsible for troubleshooting and issue management during the implementation. Thereafter, I serve as the customer contact should technical issues with the integrations arise post launch and post project completion.

Project Manager III in Care Project Implementation