Business Systems & Implementation Manager – Remote (India)

About the role

Ovation Law Firm is scaling its remote‑first workforce and needs a Business Systems & Implementation Manager to maximize the effectiveness of core operational platforms such as Salesforce and Five9. The role bridges business operations and technology, translating requirements into scalable system solutions and driving projects from concept through deployment.

Key responsibilities

• Serve as primary liaison between business stakeholders and technical resources, gathering and prioritising requirements.
• Configure, maintain and optimise Salesforce objects, flows, reports, dashboards and permissions.
• Own Five9 contact‑center configuration, including campaigns, routing, IVRs, reporting and integrations.
• Lead end‑to‑end project execution: build plans, manage milestones, coordinate vendors and ensure on‑time delivery.
• Continuously evaluate processes and system performance, recommending improvements and documenting procedures.

Required profile

• 5+ years of experience in business systems, analysis, project management or related roles.
• Hands‑on Salesforce administration and configuration experience.
• Experience with Five9 or comparable CCaaS/contact‑center platforms.
• Proven ability to lead cross‑functional projects from requirements gathering to deployment.
• Strong communication and stakeholder‑management skills.

Required skills

• Salesforce administration
• Five9 contact‑center platform
• CRM and workflow automation
• API integrations and ETL processes
• SQL, BigQuery, Looker Studio, Power BI or Tableau
• Agile, Scrum, PMP, Lean or Six Sigma methodologies

What we offer

• Full‑time permanent role with 100 % remote work.
• Paid Time Off (PTO) and long‑term growth opportunities.
• Chance to work closely with leadership in a technology‑driven law firm.