Implementation Engineer

Implementation Engineer

Responsible for managing projects for enterprise accounts, strategic accounts, and UC/CC combined orders. Provides the direction for complex projects, processes and change management initiatives. This position works with strategic partners and their end clients, enterprise project management, sales management. This role must be able to work independently and demonstrate leadership in various situations. To be effective in this position requires strong critical thinking and analytical skills, highly effective written, presentation, and oral communication skills, an independent, consultative approach to building business relationships and recommending best courses of action, and the ability to gain commitment from parties with differing positions and opinions. This position requires an established record of consistently delivering project results on time and holding oneself, and others, accountable for deadlines. You are a hands-on project manager type capable of engaging in executive level and department level discussions through the organization, create and manage project plans, accountable for milestones and overall communications to stakeholders. You can expect to work hard, but have some fun along the way too.

What You Will Be Doing:

• Implement customers that have 20+ licenses and/or strategic partners/customers.
• Lead the requirements gathering process using a guided power point deck (both business requirements and technical requirements)
• Ensure requirements are documented and accounted for by completion of the project.
• Provide call center expertise to help provide value and help strategically solve business problems for the contact center.
• Anticipate customer's call center needs and make recommendations to provide value using the contact center tool.
• Responsible for building out the call flow including the skeleton for API integrations, variables, and payment IVRs. A technical team will be responsible for inputting the Rest API call information.
• Be the lead coordinator for all tasks including those that are owned by other functional areas.
• Will be responsible for thoroughly testing the IVR prior to releasing to the client for testing.
• Must be a subject matter expert on all aspects of the product including ICR, Dynamic notification, Evaluator, Scheduler, Chat, Email and SMS.
• Assures appropriate integration between project sponsor, project team members, and business stakeholders to identify and address change management efforts
• Will have basic tier one support knowledge and include a Tier 2 technical resource as required.
• Serves as primary contact to senior department managers for projects/change initiatives
• Responsible for leading and driving project communications, initiatives and day-to-day operation activities along with project status reporting.
• Maintains effective working relationships with other groups and departments as needed for the success of the project.
• Facilitate conflict mitigation and risk management
• Responsible for communication plans, presentations, needs assessments, acceptance, and training plans
• Responsible for seat activation and billing
• Responsible for post support up to 30 days
• New Partner Onboarding, account creation and setup
• New Process or Process Change documentation

What You Will Bring To The Role:

• 5-7 years experience as project management.
• Demonstrated project management skills including managing complex, cross-functional project plans for both internal and external initiatives
• Project (PMP) certification a plus
• Experience and/or working knowledge of utilizing A.I. tools such as ChatGPT, Claude, or any other relative technologies
• Demonstrated ability to communicate a vision, build relationships and obtain buy-in
• Ability to adapt as business needs change
• Data analysis and problem-solving skills
• Demonstrated organization and planning skills
• Demonstrated strong leadership skills
• Negotiation and conflict management skills a must
• Influencing skills and respect within the organization, putting on your consulting and/or sales hat
• Ability to manage multiple tasks in a fast-paced environment
• Demonstrated excellent written and oral communication and group presentation skills
• Experience presenting dashboards to share status, opportunities, and risks to success criteria
• Proficiency in use of Microsoft products: Word, Excel, PowerPoint, and Outlook
• Ability to travel 25% of the time (average will likely be less than 10% of the time)

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as "Protected Classes"). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.