The Implementation Manager is responsible for planning, coordinating, and executing the installation, integration, testing, deployment, operational startup, and expansion of Customer Experience Quality Assurance (CQA) resources across all program phases. This role ensures seamless transition from design and testing into production operations by integrating technology, facilities, staffing, training, security, and operational readiness activities. The Implementation Manager manages dependencies, risk, resource scaling, and readiness gates to deliver successful operational launches and ongoing expansion initiatives.
Key Responsibilities
- Lead end-to-end implementation of complex contact center, customer experience, and IT service delivery environments.
- Coordinate installation, integration, testing, deployment, and operational startup activities across multiple workstreams.
- Develop and manage integrated implementation schedules covering technology, facilities, workforce, training, security, and operational readiness.
- Establish and manage implementation milestones, dependencies, stage gates, and go-live readiness reviews.
- Coordinate system, user acceptance, operational, and production readiness testing activities.
- Manage transitions from development and testing environments into production operations.
- Oversee workforce ramp-up, capacity expansion, and scale-down activities to align with program requirements.
- Identify, assess, and mitigate implementation risks and issues that could impact schedule, budget, or operational performance.
- Coordinate cross-functional teams including program management, engineering, operations, training, security, and infrastructure stakeholders.
- Ensure compliance with organizational, contractual, security, and operational requirements throughout implementation activities.
- Develop implementation plans, deployment strategies, contingency plans, and rollback procedures.
- Monitor implementation performance metrics and drive continuous improvement throughout deployment cycles.
- Support executive leadership with implementation status reporting, readiness assessments, and decision support.
Required Qualifications
- Bachelor's degree in Information Technology, Engineering, Business Administration, Project Management, or a related field.
- Minimum of 10-15 years of experience implementing complex contact center, customer experience, or enterprise IT environments.
- At least 7 years of experience leading large-scale implementations, transitions, operational startups, or deployment programs.
- Demonstrated experience moving enterprise-scale systems from design and testing through production deployment.
- Experience rapidly scaling workforce, operational processes, and technology capacity in support of business growth or program expansion.
- Strong knowledge of implementation governance, program integration, dependency management, and risk management methodologies.
- Experience managing cross-functional teams and coordinating multiple concurrent implementation workstreams.
Preferred Qualifications
- Project Management Professional (PMP) certification.
- ITIL 4 Foundation or higher certification.
- SAFe Agilist (SA), Certified ScrumMaster (CSM), or equivalent Agile certification.
- Cloud platform certifications (AWS, Microsoft Azure, Google Cloud Platform) preferred.
- Contact Center as a Service (CCaaS) platform certifications in solutions such as Five9, Genesys Cloud CX, NICE CXone, Amazon Connect, or Cisco Webex Contact Center are advantageous.
Desired Skills
- Program and implementation management
- Deployment planning and execution
- Operational readiness assessment
- Enterprise systems integration
- Contact center operations
- Risk and dependency management
- Workforce ramp planning
- Capacity management and forecasting
- Testing and transition management
- Cross-functional leadership
- Executive communications and reporting
- Change management and stakeholder engagement
Experience Highlights
Successful candidates will have a proven track record of leading large-scale implementation efforts involving complex technology deployments, operational transitions, contact center modernization initiatives, CCaaS migrations, or enterprise service delivery programs. Experience managing implementation activities across technology, people, processes, facilities, and operations while meeting aggressive deployment schedules is highly desirable.
