Business Systems & Implementation Manager (Remote - India)

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    "datePosted": "2026-06-05",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About Us:</span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ovation Law Firm is a fast-growing, consumer-focused law firm based in the United States, committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale nationally with a remote-first workforce, our internal technology and systems play a critical role in keeping our teams productive, secure, and connected.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We operate in a fast-paced environment where reliability, responsiveness, and operational discipline matter.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">About the Role:</span><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">The Business Systems &amp; Implementation Manager is responsible for maximizing the effectiveness of the company's core operational platforms, including Salesforce, Five9, and related business systems. This role serves as the critical bridge between business operations and technology, translating business needs into scalable system solutions while driving projects from concept through implementation.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">This is a hands-on role that combines business analysis, project management, systems administration, process improvement, and solution implementation. The ideal candidate understands both the business and technical aspects of Salesforce and contact center technologies and can independently configure, test, deploy, and optimize solutions that improve operational performance, customer experience, and revenue generation.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">This individual will partner closely with leadership across Intake, Operations, Training, Quality Assurance, Workforce Management, Marketing, and Technology to ensure our systems evolve alongside the business.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Key Responsibilities:</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Business Analysis &amp; Solution Design</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Serve as the primary liaison between business stakeholders and technical resources.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Gather, document, and prioritize business requirements across departments.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Analyze existing workflows and identify opportunities for automation, efficiency, and scalability.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Translate business requirements into system configurations, workflows, reports, dashboards, and technical specifications.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Design solutions that balance business needs, user experience, scalability, and technical constraints.</span></li>\n</ul>\n<p><br></p>\n<p>Salesforce Ownership</p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Act as a power user and system expert for Salesforce.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Configure and maintain objects, fields, page layouts, flows, validation rules, reports, dashboards, permissions, and automation.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Partner with developers when custom development is required.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Evaluate and implement new Salesforce functionality and features.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive user adoption and ensure system utilization aligns with business objectives.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Identify opportunities to automate manual processes and improve data quality.</span></li>\n</ul>\n<p><br></p>\n<p>Five9 &amp; Contact Center Systems Ownership</p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Serve as the business owner and subject matter expert for Five9.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Configure and optimize campaigns, skills, routing, dispositions, IVRs, dialers, reporting, and integrations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Partner with Operations to improve contact rates, conversion rates, staffing efficiency, and customer experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Evaluate and implement new Five9 functionality and contact center technologies.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Troubleshoot operational and technical issues impacting performance.</span></li>\n</ul>\n<p><br></p>\n<p>Project Management</p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Own the end-to-end execution of systems and operational projects.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Build project plans, define milestones, manage dependencies, and drive accountability across teams.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Coordinate stakeholders, vendors, developers, and business leaders.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ensure projects are delivered on time, within scope, and aligned with business priorities.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Identify risks, remove roadblocks, and proactively communicate project status.</span></li>\n</ul>\n<p><br></p>\n<p>Systems Optimization &amp; Continuous Improvement</p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Continuously evaluate business processes and system performance.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Recommend and implement improvements that increase efficiency, reduce errors, improve reporting, and support growth.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Drive adoption of best practices across Salesforce, Five9, and related systems.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Develop and maintain system documentation, process maps, and operating procedures.</span></li>\n</ul>\n<p><br></p>\n<p>Vendor &amp; Technology Management</p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Manage relationships with Salesforce, Five9, and third-party vendors.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Evaluate new technologies and solutions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Coordinate implementations, upgrades, and system enhancements.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ensure technology investments deliver measurable business value.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Requirements:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">5+ years of experience in business systems, business analysis, project management, operations, or related roles.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Hands-on Salesforce administration and configuration experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Hands-on experience with Five9 or similar CCaaS/contact center platforms.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience leading cross-functional projects from requirements gathering through deployment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong understanding of CRM systems, contact center operations, workflow automation, and reporting.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ability to translate business requirements into technical solutions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience building reports, dashboards, and operational analytics.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Excellent communication, organizational, and stakeholder management skills.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Preferred Requirements:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Salesforce Administrator Certification.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Salesforce Advanced Administrator Certification.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Five9 Administration experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with legal intake, personal injury, lead generation, sales operations, or call center environments.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with APIs, integrations, ETL processes, and data flows.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with SQL, BigQuery, Looker Studio, Power BI, or Tableau.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Agile, Scrum, PMP, Lean, or Six Sigma experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">What We Offer:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Full-time role.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">100% remote work environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Paid Time Off (PTO).</span><br></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Opportunity to work closely with Leadership in a growing, technology-driven law firm.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Long-term growth and stability in a high-impact role.</span></li>\n</ul>",
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