Implementation Manager

Job Description

• Manage and mentor a team of implementation consultants, fostering professional growth and ensuring high performance
• Oversee multiple concurrent implementation projects, ensuring they are delivered on time, within scope, and meet quality standards.
• Serve as the primary point of contact for clients during the implementation phase, building strong relationships and ensuring client satisfaction.
• Define and maintain regional implementation strategies in collaboration with other regional leaders
• Develop and implement best practices, methodologies, and tools to enhance the efficiency and effectiveness of the implementation process.
• Work closely with sales, product, and customer success teams to ensure seamless transitions and alignments.
• Identify potential risks in the implementation process and develop mitigation strategies.
• Track and report on key performance indicators (KPIs) related to implementation projects and team performance.

Qualification:

• 8+ years of experience in enterprise software deployment management and/or implementation.
• 5+ years of experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, or similar platforms.
• Proven track record in leading complex implementation projects, preferably in CCaaS, UCaaS, or CPaaS environments.
• Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer, SBC).
• Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark).
• Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms.
• Development experience with Groovy, JavaScript, and/or scripting for integrations is a plus.
• Strong technical background with a deep understanding of software development life cycles, web technologies, and web development processes.
• Excellent written and verbal communication skills; highly competent and confident presenter.
• Strong leadership, mentoring, and client-facing communication skills.
• Ability to manage multiple complex projects in a fast-paced, dynamic environment.
• Business proficiency in English is mandatory.
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field; advanced degree preferred.
• A bachelor’s or master’s degree in engineering/design or a related field.
• Relevant certifications in project management or software implementation are advantageous.