Business Systems & Implementation Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the main point of contact between business stakeholders and technical teams.

• Collect, document, and prioritize business requirements across various departments.

• Evaluate current workflows and pinpoint areas for automation, efficiency, and scalability enhancements.

• Convert business requirements into system configurations, workflows, reports, dashboards, and technical documentation.

• Create solutions that harmonize business requirements, user experience, scalability, and technical limitations.

• Serve as a power user and subject matter expert for Salesforce.

• Configure and uphold objects, fields, page layouts, flows, validation rules, reports, dashboards, permissions, and automation processes.

• Collaborate with developers when custom development is necessary.

• Promote user adoption and ensure system usage aligns with organizational goals.

• Discover opportunities to automate manual tasks and enhance data quality.

• Assume the role of business owner and subject matter expert for Five9.

• Configure and enhance campaigns, skills, routing, dispositions, IVRs, dialers, reporting, and integrations.

• Oversee the complete execution of systems and operational projects.

• Develop project plans, outline milestones, manage dependencies, and foster accountability across teams.

• Regularly assess business processes and system performance.

• Suggest and implement improvements that boost efficiency, minimize errors, enhance reporting, and facilitate growth.

• Maintain relationships with Salesforce, Five9, and third-party vendors.

⛳️ Requirements

• Over 5 years of experience in business systems, business analysis, project management, operations, or similar roles.

• Practical Salesforce administration and configuration experience.

• Direct experience with Five9 or comparable CCaaS/contact center platforms.

• Proven track record of leading cross-functional projects from requirements gathering to deployment.

• Strong knowledge of CRM systems, contact center operations, workflow automation, and reporting.

• Ability to translate business needs into technical solutions.

• Experience in creating reports, dashboards, and operational analytics.

• Exceptional communication, organizational, and stakeholder management abilities.

• Preferred Requirements: Salesforce Administrator Certification, Salesforce Advanced Administrator Certification, experience with Five9 Administration, familiarity with legal intake, personal injury, lead generation, sales operations, or call center settings, experience with APIs, integrations, ETL processes, and data flows, proficiency in SQL, BigQuery, Looker Studio, Power BI, or Tableau, experience in Agile, Scrum, PMP, Lean, or Six Sigma methodologies.

🏝️ Benefits

• Paid Time Off (PTO).

• Opportunity to collaborate closely with Leadership in a growing, technology-driven law firm.

• Long-term growth and stability in a high-impact role.