Technical Implementation Manager – Cloud Communications Platforms (CCAAS/UCAAS)

Overview:
The Technical Implementation Manager is responsible for leading the design, deployment, and optimization of cloud-based communication platforms such as NICE, RingCentral, Genesys, and similar solutions. This role serves as the primary liaison between external vendors and internal business and IT teams to ensure seamless delivery of new products, features, and integrations.

Key Responsibilities:

• Lead end-to-end implementation of cloud communication solutions, including requirements gathering, solution design, configuration, testing, and go‑live support.
• Translate business needs into technical requirements and ensure platform capabilities align with organizational goals.
• Manage vendor relationships, project timelines, and technical deliverables to ensure successful deployment and adoption.
• Coordinate cross-functional teams including IT, Security, Operations, Customer Service, and Finance during project execution.
• Oversee platform enhancements, integrations (API/telephony/CRM), and ongoing system optimization.
• Develop technical documentation, implementation plans, and user enablement materials.
• Ensure solutions meet security, compliance, and performance standards.

Qualifications:

• Experience implementing cloud-based communication or contact center platforms (NICE, RingCentral, Genesys, etc.).
• Strong project management and technical leadership skills.
• Excellent communication skills with ability to collaborate across business and technical teams.
• Knowledge of integrations, APIs, call routing, IVR, analytics, and cloud architectures.