Implementation Manager I

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up.  You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a technical or consultative role.

• Manage and handle the implementation of multiple projects, ensuring that all tasks are completed on time with little to no oversight.
• Develop a project plan by setting proper timelines for project tasks, including requirements gathering, configuration, product training, solution testing, and production rollout, with an average cycle of 20 to 30 business days.
• Complete customer-facing documentation throughout the implementation process- such as meeting presentations, workbooks, sign-off agreements, etc.
• Configure VCC application according to specifications provided by Five9 Business Analyst while following best practice guidelines.
• Participate in extended learning opportunities with multiple vendors to increase skill and knowledge within the role. This includes but is not limited to the following:
  • Integrations with Five9 partners (Salesforce, Zendesk, etc.)
  • Digital Channel (Chat/Email/SMS)
• Develop and maintain positive and productive relationships with clients; good communication skills and understanding clients’ needs.
• Receives periodic and general instructions on new assignments.

• Minimum 2 years of experience in an Implementation (Professional Services), Functional Consultants/ Implementation Consultants/ Professional Services Consultant position - Call Center industry experience is highly desired.
• Has excellent verbal and written communication skills (English)
• Knowledgeable of Internet technology, hosted solutions (SaaS), VoIP, and Call Center practices.
• With at least 2 or 3 successful project implementations related to SaaS Or CRM (Salesforce, Zendesk, ServiceNow, etc.) is desired.
• Trainable in industry-related services and best practices.
• Preferably graduate of IT or related technical course.

Key Skills:

• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously.
• Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others.
• Able to prioritize multiple responsibilities and deliver on commitments, comfortable working in a dynamic environment.
• Willing to work in a permanent night shift schedule.
• Technical skills.
• Leadership skills.