Implementation Specialist

Job description

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! The Division FAME is a trusted leader in services and software for the higher education industry. For over 40 years, FAME has provided a complete solution in both the Financial Aid and Student Information Systems. The Position The Implementation Engineer is responsible for the successful deployment, configuration, and onboarding of customers onto proprietary software solutions. This role serves as the technical lead during the post‑sale implementation phase, working closely with customers to install, configure, and validate software within their environment while ensuring a smooth transition to the Support team. This position requires a strong engineering mindset, solid Windows and networking fundamentals, excellent English communication skills (verbal and written), strong Excel and data manipulation abilities, working knowledge of SQL, and a passion for improving implementation processes and customer outcomes. Key Responsibilities Customer Implementation & Project Management Serve as the primary technical point of contact for customers throughout the implementation lifecycle following product sale. Communicate clearly and professionally with customers via meetings, calls, and written correspondence. Create, maintain, and execute detailed implementation project plans, outlining milestones, deliverables, and timelines. Lead onboarding and kickoff calls to set expectations, review scope, and align implementation objectives. Software Configuration & Deployment Configure proprietary software and associated add-ons based on each customer’s unique business, technical requirements, and contract scope. Review customer environments, workflows, and setup needs to deliver tailored software configurations. Install software in customer environments, including: On-premises PC or Windows Server installations SaaS deployments using Microsoft Remote Desktop or similar technologies Clearly document installation and configuration steps for both customers and internal teams. Data Preparation, Validation & Analysis Work with customer-provided data files (Excel, CSV) during implementation. Review, validate, and manipulate data to ensure compatibility with system requirements. Perform data cleanup, formatting, transformations, and integrity checks prior to import. Utilize basic SQL queries to: Validate data accuracy Troubleshoot data issues Perform spot checks and verification during implementation Validate imported data for accuracy and completeness post import. Technical Support During Implementation Provide hands-on technical assistance and clearly communicate troubleshooting steps and resolutions to customers. Collaborate with internal teams (Support, Development, Sales, Training) to address technical challenges or requirement gaps. Translate technical concepts into clear, customer-friendly explanations for non-technical users. Customer Education & Knowledge Transfer Educate customers on required software functionality during the implementation phase through verbal instruction and written documentation. Guide customers through data entry processes and review data for completeness and accuracy. Ensure customers understand system usage, workflows, and best practices prior to go-live. Transition & Handoff Coordinate a smooth transition from Implementation to Support upon project completion. Communicate implementation outcomes, configuration details, and known considerations to the Support and Training teams. Organize and lead handoff meetings with customers and internal teams to ensure continuity of service. Process Improvement & Professionalism Continuously identify opportunities to improve implementation processes, data handling workflows, and documentation. Maintain a professional, customer-centric approach in all written and verbal communication. Perform other duties as assigned by the Implementation Team Lead. Required Qualifications Proficiency with Windows 10 and Windows 11 Experience with Windows Server 2012 or newer Basic understanding of networking concepts (DNS, ports, firewalls, RDP, etc.) Strong English communication skills, both verbal and written Strong proficiency in Microsoft Excel, including: Working with large datasets Formulas and functions Filtering, sorting, and data validation Experience working with CSV and flat-file data formats Ability to clean, transform, and validate data for system imports Strong troubleshooting, analytical, and problem-solving skills Demonstrated engineering mindset with attention to detail Ability to manage multiple implementation projects simultaneously Customer-focused attitude with a high level of professionalism Preferred / Nice-to-Have Qualifications Basic to intermediate SQL knowledge (e.g., SELECT statements, joins, filtering, basic updates) Experience implementing enterprise or SaaS software Familiarity with Remote Desktop Services or virtualized environments Experience supporting or executing data imports during software implementations Experience creating or reviewing data mapping and import templates Experience producing customer-facing technical documentation Background in software implementation, systems administration, or technical support Experience working cross-functionally with Support, Sales, or Development teams Exciting Benefits we offer: Market-leading Salary Medical Coverage – Self & Dependents Parents Medical Coverage Provident Fund Employee Performance-based bonuses Home Internet Subsidy Conveyance Allowance Profit Sharing Plan [Tenured Employees Only] Life Benefit Child Care Facility Company Provided Lunch/Dinner Professional Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.