Senior SaaS Implementation Lead

Manchester Digital; Manchester; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave + birthday off

Hybrid working (2 days in office)

Increased holiday entitlement with len

Life insurance

Job summary

MaxContact is seeking an Implementations Project Manager to lead customer implementation projects from discovery to go-live. You will bridge customer needs with the MaxContact platform, design solutions, and own testing and handover for a smooth go-live.

The role is delivery-focused and hands-on in planning, coordinating internal teams, and ensuring 75% feature adoption at go-live. Strong communication with customers at all levels is essential.

Qualifications

• 3+ years in a customer-facing implementation, solutions consulting, or technical onboarding role in a SaaS environment.
• Experience with contact centre platforms is essential (NICE, Genesys, Avaya, or similar).
• Strong discovery and consultative skills to uncover real business needs.
• Excellent project management discipline with ownership of delivery plans.
• Commercial awareness and ability to translate adoption into retention.

Responsibilities

• Lead structured discovery sessions with customers to surface pains, objectives, and success criteria.
• Map customer requirements to MaxContact features and drive adoption beyond minimum scope.
• Own the project plan from kick-off to go-live and manage scope, timeline, and risks.
• Oversee testing and go-live, including customer sign-off and knowledge transfer.
• Drive feature adoption and document measurable outcomes for handover to Customer Success.

Skills

Customer-facing

SaaS experience

Project management

Discovery & consultative skills

Solution design

CRM integrations

Stakeholder communication

Delivery planning

Tools

NICE

Genesys

Avaya

Job description

MaxContact is seeking an Implementations Project Manager to lead customer implementation projects from discovery to go-live. You will bridge customer needs with the MaxContact platform, design solutions, and own testing and handover for a smooth go-live.

The role is delivery-focused and hands-on in planning, coordinating internal teams, and ensuring 75% feature adoption at go-live. Strong communication with customers at all levels is essential.