Business Systems & Implementation Manager

About Us:

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.

We operate in a fast-paced environment where reliability, responsiveness, and operational discipline matter.

About the Role:

The Business Systems & 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.

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.

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.

Key Responsibilities:

Business Analysis & Solution Design

• Serve as the primary liaison between business stakeholders and technical resources.
• Gather, document, and prioritize business requirements across departments.
• Analyze existing workflows and identify opportunities for automation, efficiency, and scalability.
• Translate business requirements into system configurations, workflows, reports, dashboards, and technical specifications.
• Design solutions that balance business needs, user experience, scalability, and technical constraints.

Salesforce Ownership

• Act as a power user and system expert for Salesforce.
• Configure and maintain objects, fields, page layouts, flows, validation rules, reports, dashboards, permissions, and automation.
• Partner with developers when custom development is required.
• Evaluate and implement new Salesforce functionality and features.
• Drive user adoption and ensure system utilization aligns with business objectives.
• Identify opportunities to automate manual processes and improve data quality.

Five9 & Contact Center Systems Ownership

• Serve as the business owner and subject matter expert for Five9.
• Configure and optimize campaigns, skills, routing, dispositions, IVRs, dialers, reporting, and integrations.
• Partner with Operations to improve contact rates, conversion rates, staffing efficiency, and customer experience.
• Evaluate and implement new Five9 functionality and contact center technologies.
• Troubleshoot operational and technical issues impacting performance.

Project Management

• Own the end-to-end execution of systems and operational projects.
• Build project plans, define milestones, manage dependencies, and drive accountability across teams.
• Coordinate stakeholders, vendors, developers, and business leaders.
• Ensure projects are delivered on time, within scope, and aligned with business priorities.
• Identify risks, remove roadblocks, and proactively communicate project status.

Systems Optimization & Continuous Improvement

• Continuously evaluate business processes and system performance.
• Recommend and implement improvements that increase efficiency, reduce errors, improve reporting, and support growth.
• Drive adoption of best practices across Salesforce, Five9, and related systems.
• Develop and maintain system documentation, process maps, and operating procedures.

Vendor & Technology Management

• Manage relationships with Salesforce, Five9, and third-party vendors.
• Evaluate new technologies and solutions.
• Coordinate implementations, upgrades, and system enhancements.
• Ensure technology investments deliver measurable business value.

Requirements:

• 5+ years of experience in business systems, business analysis, project management, operations, or related roles.
• Hands-on Salesforce administration and configuration experience.
• Hands-on experience with Five9 or similar CCaaS/contact center platforms.
• Experience leading cross-functional projects from requirements gathering through deployment.
• Strong understanding of CRM systems, contact center operations, workflow automation, and reporting.
• Ability to translate business requirements into technical solutions.
• Experience building reports, dashboards, and operational analytics.
• Excellent communication, organizational, and stakeholder management skills.

Preferred Requirements:

• Salesforce Administrator Certification.
• Salesforce Advanced Administrator Certification.
• Five9 Administration experience.
• Experience with legal intake, personal injury, lead generation, sales operations, or call center environments.
• Experience with APIs, integrations, ETL processes, and data flows.
• Experience with SQL, BigQuery, Looker Studio, Power BI, or Tableau.
• Agile, Scrum, PMP, Lean, or Six Sigma experience.

What We Offer:

• Full-time role.
• 100% remote work environment.
• Paid Time Off (PTO).
  
• Opportunity to work closely with Leadership in a growing, technology-driven law firm.
• Long-term growth and stability in a high-impact role.