Contact Center Implementation Manager | Remote | Mexico Only | 81134

About Us

At Remote Talent LATAM, we connect top Latin American talent with leading U.S. marketing agencies. We guide businesses and candidates through every step of the hiring process, ensuring the perfect match in skills, culture, and goals. While we’re not direct employers, we act as a trusted partner, bridging the gap between exceptional talent and growing opportunities.

About the Client

The client is a leader in helping businesses scale operations and adapt to evolving demands while optimizing costs. They leverage deep industry expertise, data-driven strategies, and AI-powered solutions to help organizations maximize their investments and achieve sustainable growth.

About the Role

As a CCaaS (Contact Center as a Service) Implementation Manager, you will ensure clients receive an exceptional onboarding experience and achieve maximum value from their contact center platform. You will deploy, configure, and optimize cloud-based contact center solutions based on client use cases, industry best practices, and technical requirements. This role blends technical expertise with client engagement, acting as both the escalation point and main point of contact for clients to ensure platform performance, functionality, and configuration meet high standards.

Key Responsibilities

• Deploy and configure contact center platforms for multiple brands and industries, ensuring high standards of delivery and quality.
• Serve as the internal escalation point and client liaison for platform-related issues, enhancements, and configuration needs.
• Collaborate with the team to develop and maintain best practices for product configuration and deployment.
• Work closely with clients to understand product adoption patterns and develop strategies to improve adoption.
• Support operational excellence by ensuring smooth onboarding and optimal platform performance.

• 2+ years of experience deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, etc.
• Strong understanding of voice protocols: TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.
• Knowledge of CTI (Computer Telephony Integration) and voice recording products.
• Experience with VOIP, Dialer, ACD, IVR, and SBC technologies.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Excellent communication skills for client-facing and collaborative work.
• Proven track record in implementing and supporting cloud-based contact center solutions.
• Experience working in multi-industry environments.
• Ability to balance technical execution with client relationship management.