Position Title: Implementation Lead Salary Range: $104,000 - $120,000 Department: Vibrant Technology Reports to: VP, Platform Engineering Location: Remote Schedule: M-F; 35 hours This role is endowed/subsidized through June 2025, with the possibility of renewal based on performance and funding. Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone. Position Overview: The Implementation Lead will be responsible for overseeing the delivery and deployment of technology solutions in the telecommunications industry, with a focus on contact center applications, systems and processes used in the delivery of crisis counseling services. This role requires coordination across multiple departments and leadership on various technical initiatives, including telecom, software, configuration management, and deployment. The Implementation Lead will directly interact with clients throughout all phases of project implementation, from ideation to deployment, ensuring successful project outcomes. Duties/Responsibilities: + Lead/coordinate implementation efforts within various programs in the organization including, but not limited to: Voice, Chat, SMS, Video infrastructure and application implementation + Lead/coordinate and manage Service Provider related activities. + Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades. + Lead and manage the implementation of complex projects across multiple technical areas, ensuring timely delivery and adherence to scope. + Identify and mitigate risks throughout the implementation process, proactively addressing potential issues. + Partner Engagement: + Serve as the primary point of contact for external clients throughout the implementation lifecycle, from initial discussions to final deployment. + Facilitate clear and effective communication between clients and internal teams, ensuring that client needs and expectations are met. + Conduct regular status meetings with clients to provide updates and gather feedback. + Cross-Department Coordination: + Collaborate with multiple departments to ensure that all aspects of the implementation process are aligned and coordinated. + Lead and guide teams across different areas, including telecom infrastructure, software development, and configuration management. + Provide leadership and support to ensure that all team members work effectively towards project goals. + Technical Expertise: + Utilize in-depth knowledge of telecommunications, infrastructure, and feature implementation within the telecom ecosystem to guide project decisions. + Work closely with technical teams to ensure that solutions meet client requirements and integrate seamlessly with existing systems. + Assist in configuring and customizing technology solutions to meet specific client needs. + Continuous Improvement: + Monitor and analyze implementation processes, identifying areas for improvement and implementing best practices. + Gather feedback from clients and internal teams to refine and enhance the implementation process. Required Skills/Abilities: + Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.) + Responsible for administration and support of Genesys PureCloud solutions. + Problem management skills. + Advanced troubleshoot skills. + Ability to collaborate with vendors on infrastructure designs to ensure the final product is what was architected or designed. + Ability to define hardware and software performance standards. + Serve as subject matter expert on all matters of Contact Center related technology. + Demonstrates ability to absorb change and continue with positive results. + Proven track record of successfully leading and delivering complex projects. + Strong leadership and team management skills, with experience in guiding cross-functional teams. + Excellent communication and interpersonal skills, with the ability to manage client relationships effectively. + Strong analytical and problem-solving abilities, with a focus on detail and quality. + Relevant technical expertise in telecommunications, infrastructure, and telecom ecosystem feature implementation. + Proficiency in project management tools and methodologies (e.g., Agile, Scrum). + Project Management Professional (PMP) or Certified ScrumMaster (CSM). + Relevant industry-specific certifications are a plus. Required Qualifications: + Bachelor’s degree in Telecommunications, Information Technology, Business, or a related field required. + 3+ years of experience as functional or technical lead for a complex systems implementation, or a similar role within the telecommunications or related industries. Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws. "Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address".