Associate Implementation Manager II

Nice Systems Salt Lake City , UT 84101

Posted 2 months ago

Associate Implementation Manager II

Location: Salt Lake City, UT

The Associate Implementation Manager II is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE inContact products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE inContact products based on best practices and customer requirements, coordinating inter-departmental activities within NICE inContact, tracking time and status within NICE inContact systems, and other tasks related to the success of his or her engagement.

The Associate Implementation Manager II is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

This position is responsible for consultative performance in all areas related to NICE inContact solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

As an Associate Implementation Manager II, a Typical Day Might Include the Following:


  • Provide Staff-level technical configuration and, in some cases, programming as required.

  • Provide process, data and object modeling in a variety of application and database environments.

  • Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.

  • Provide technical architecture leadership, analysis, design, development, and enhancement.

  • Maintain Staff-level expertise and currency in industry leading contact center technologies.


  • Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.

  • Develop costing proposals for projects, perform risk analysis, and manage change control.

  • Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.

  • Conduct comprehensive cost/benefit analysis and prepare business cases for projects.


  • Up to 40% travel, potential international travel.

  • Present a professional image in conduct, attitude and attire.

  • Assist with the development of client information management standards and evaluation of technology trends.

  • Contribute to business area assessment, user needs analysis and business systems design.

  • Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.


  • Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team.

To Land This Gig You'll Need:

  • BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.

  • MBA preferred.

  • 3-5+ years of professional experience beyond education requirements above.

  • Type of experience varies depending on Implementation Manager's specialization:

  • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.

  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.

  • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.

  • Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Bonus Experience:

  • Prior consulting experience.

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's #1 cloud customer experience platform, NICE inContact CXone, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Implementation Manager


Posted 1 week ago

VIEW JOBS 10/9/2019 12:00:00 AM 2020-01-07T00:00 Summary PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Minneapolis, Charleston, and Grand Rapids Michigan.We are currently looking for an Implementation Manager to provide leadership to the Implementation Services Department. The position will also perform a percentage of the work associated with this department as outlined below. Continually enhance the experience and efficiency of the implementation process for the PlanSource Ben Admin client base by working with the Account Manager and Service Team to identify additional needs, troubleshoot problems, and implement new processes and functionality. About the Implementation Manager Position In this role you will manage the on-boarding process for clients by working with the Broker, Client, Sales Team, Implementation Team, and the Customer Service Teams to gather information about the client's current Benefit processes to effectively configure the Benefits Administration portal and Decision Support (PSHR) tools. Oversee and provide support to the client and data team as needed to facilitate electronic transfer of eligibility and payroll information. Ensuring accountability for the success of assigned projects. In addition: Implementation Team Lead * Develop and document Implementation team SOPS and processes. * Manage day to day work and processes of Implementation Consultants. * Serve as liaison to & from other departments within PlanSource for client/Broker companies as it relates to the implementation process. * Function as escalation point for team members and clients, as needed. * Provide quarterly statistics related to team performance and accomplishments and monitor efficiencies and progress. * Continually improve efficiencies within the implementation process and team model. * Implementing Best Practices within implementation process and team model. * All other duties as deemed necessary by management. Implementation Specialist * Schedule initial call with new or existing broker to review project and kick-off relationship (if applicable). * Establish a relationship with the client contacts and setup recurring meetings to effectively manage the implementation process. * Gather all required supporting documentation from client or broker pertaining to on-boarding. * Coordinate the collection of information and communicate with the appropriate departments within PlanSource and with 3rd party vendors. * Maintain and update all required client documentation (Pre-Impl. Pkg, CRG, timeline, etc.). * Configuration of the Benefits Administration and Decision Support portals. * Manage the flow/timeline of the implementation to the established deadlines and escalate when necessary. * Attend client meetings as requested by Account Managers to review functionality issues or participate in roll out discussions. * Provide system training to the broker and client's key Administrative Staff. * Import initial Data. * Coordinate and manage the implementation of all electronic interfaces requested by client. * Manage the handoff process from Impl. to Service/Account Management to ensure client satisfaction and continuity. * Retain accountability for successful implementation projects. * Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager. * All other duties as deemed necessary by management. About You As the Implementation Manager you will bring 4 years project manager or benefits experience such as HR resource, benefits administration implementation or software configuration as well as previous Team Lead or Management experience. In addition, you will have: * Associates Degree / Technical Degree or similar experience. * 4 years technical experience such as help desk support, benefits administration implementation or software configuration. * Strong keyboarding skills. * Familiar with Microsoft Office. * Familiar with Microsoft Windows Networking Systems. * Excellent organization and prioritization skills. * Strong customer service skills. * Ability to be an effective team member/leader. * Must be able to work outside of normal work hours. * Excellent written and verbal communication skills. What We Offer * Great compensation package, including a full suite of benefits. * The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals. * Fast-paced environment with big goals and the opportunity make a big impact. Top five reasons to come to PlanSource #5: The size is right. Join an established tech company that's growing fast but is still small enough for you to have a big impact. #4: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and within the company. #3: The benefits industry is on fire. Ongoing regulatory changes create an urgent and pervasive need in the marketplace for technology. #2: PlanSource has the right product. Show off our sophisticated cloud-based technology that has a mobile-friendly UI and meets the needs of even the most complex benefit programs. #1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families. Plansource Salt Lake City UT

Associate Implementation Manager II

Nice Systems