Business Systems & Implementation Manager
New
J
JobgetherIT, Security
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementBusiness AnalysisSalesforceStakeholder managementCRM
Requirements
- 5+ years of professional experience in business systems, business analysis, project management, operations, technology, or a related field.
- Hands-on experience administering and configuring Salesforce, including workflows, automation, permissions, reports, dashboards, and related functionality.
- Hands-on experience with Five9 or a comparable CCaaS/contact center platform.
- Proven experience leading cross-functional projects from requirements gathering and solution design through implementation and deployment.
- Strong understanding of CRM systems, contact center operations, workflow automation, business processes, and operational reporting.
- Ability to translate business requirements into practical technical solutions and communicate effectively with both technical and non-technical stakeholders.
- Experience developing reports, dashboards, and operational analytics to support business decisions.
- Strong project management, organization, prioritization, and stakeholder management skills.
- Excellent written and verbal communication skills with the ability to work independently and drive accountability across teams.
Responsibilities
- Act as the primary bridge between business stakeholders and technical resources, gathering, documenting, prioritizing, and translating business requirements into scalable system solutions.
- Analyze existing workflows and identify opportunities for automation, process improvement, increased efficiency, and scalability.
- Design and implement system configurations, workflows, reports, dashboards, technical specifications, and automated processes that balance business needs with user experience and technical constraints.
- Own Salesforce as a core business platform, configuring and maintaining objects, fields, page layouts, flows, validation rules, reports, dashboards, permissions, and automation.
- Own Five9 and related contact center technologies, configuring and optimizing campaigns, skills, routing, dispositions, IVRs, dialers, reporting, and integrations.
- Partner with operational teams to improve contact rates, conversion, staffing efficiency, customer experience, and overall contact center performance.
- Lead systems and operational projects from concept through deployment, establishing project plans, milestones, dependencies, ownership, and delivery timelines.
- Develop and maintain system documentation, process maps, operating procedures, and best-practice standards.
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