Business Systems & Implementation Manager

Accountabilities:

• • 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.
  • Evaluate and implement new Salesforce functionality, improve data quality, increase user adoption, and identify opportunities to replace manual processes with 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.
  • Troubleshoot system and operational issues and coordinate with developers or vendors when custom development, integrations, or technical intervention is required.
  • Lead systems and operational projects from concept through deployment, establishing project plans, milestones, dependencies, ownership, and delivery timelines.
  • Coordinate stakeholders, vendors, developers, and business leaders while proactively managing risks, resolving roadblocks, and communicating project progress.
  • Continuously evaluate system performance and business processes, implementing improvements that reduce errors, increase efficiency, strengthen reporting, and support organizational growth.
  • Develop and maintain system documentation, process maps, operating procedures, and best-practice standards.
  • Manage relationships with technology vendors, evaluate new solutions, and coordinate implementations, upgrades, and system enhancements to ensure measurable business value.

  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.
  • Experience with APIs, integrations, ETL processes, and data flows is a plus.
  • Experience with SQL, BigQuery, Looker Studio, Power BI, or Tableau is advantageous.
  • Salesforce Administrator or Advanced Administrator certification is preferred.
  • Experience with legal intake, personal injury, lead generation, sales operations, or contact center environments is a plus.
  • Experience with Agile, Scrum, PMP, Lean, or Six Sigma methodologies is advantageous.

  Benefits

  • Full-time employment.
  • 100% remote work environment.
  • Paid Time Off (PTO).
  • Opportunity to work closely with leadership in a growing, technology-driven organization.
  • High-impact role with significant ownership across business systems and operational processes.
  • Long-term growth and career development opportunities.
  • Opportunity to work on projects spanning Salesforce, contact center technology, automation, analytics, and business process improvement.