Business Systems & Implementation Manager

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Systems & Implementation Manager based in India. This is a high-impact, hands-on role responsible for optimizing the systems that power a fast-growing, remote-first organization.You will bridge business operations and technology, translating complex business needs into scalable and practical system solutions.The role combines business analysis, systems administration, project management, implementation, and continuous improvement.You will take ownership of core platforms such as Salesforce and Five9 while improving workflows, automation, reporting, and operational performance.Working closely with leadership and cross-functional teams, you will drive initiatives from requirements gathering through deployment and optimization.The ideal environment is fast-paced and collaborative, with a strong focus on reliability, accountability, efficiency, and measurable business impact.This is an opportunity to shape technology and processes that directly influence productivity, customer experience, and growth.