Implementation Consultant - Lead

Ladders; United States; Remote; USD 100,000 - 166,000; Full time

Benefits offered by this job

401k plan with company contributions

Flexible paid time off and holidays

Caregiver and parental leaves

Life and disability insurance

Health benefits including medical, eye

Job summary

Ladders is seeking an Implementation Consultant - Lead to drive complex customer CCaaS implementations from discovery through go-live optimization. You will translate business needs into scalable service designs, collaborating with product, engineering, and project management teams.

The role focuses on improving adoption, performance, and long-term outcomes through thoughtful configuration, troubleshooting, and best-practice guidance in a remote setting.

Qualifications

• 5+ years of experience in enterprise CCaaS implementation and managed services.
• Experience with cloud contact center and voice technologies.
• Hands-on config of CCaaS platforms like Genesys.

Responsibilities

• Lead customer engagements from discovery to post-go-live optimization.
• Design and configure CCaaS solutions, including voice and digital channels.
• Act as a trusted advisor, providing implementation and managed services guidance.
• Identify optimization opportunities and recommend enhancements.
• Partner with Project Managers to ensure successful project delivery.
• Troubleshoot complex use cases with Product and Engineering teams.
• Provide training and operational best practices for customer success.

Skills

CCaaS implementation

Managed services

Cloud contact center

Voice technologies

Genesys

Omnichannel

Stakeholder management

Consulting

Tools

Genesys

Job description

For our client, we are seeking a Implementation Consultant - Lead to join the team of a leader in the Information Technology space.

This role will lead complex customer implementations across cloud contact center and voice solutions, from discovery through go-live optimization. You will serve as a trusted advisor to customers, translating business needs into scalable service designs while partnering closely with project management, product, and engineering teams. The position also focuses on improving adoption, operational performance, and long-term customer outcomes through thoughtful configuration, troubleshooting, and best-practice guidance.

Location: Remote

Compensation: $100,000 – $166,000 annually

Responsibilities

• Lead customer engagements from discovery to post-go-live optimization
• Design and configure CCaaS solutions, including voice and digital channels
• Act as a trusted advisor, providing implementation and managed services guidance
• Identify optimization opportunities and recommend enhancements
• Partner with Project Managers to ensure successful project delivery
• Troubleshoot complex use cases with Product and Engineering teams
• Provide training and operational best practices for customer success

Qualifications

• 5+ years of experience in enterprise CCaaS implementation and managed services
• Strong experience with cloud contact center technologies and voice technologies
• Hands-on experience configuring CCaaS platforms like Genesys or similar
• Deep understanding of omnichannel customer service, IVR, and automation
• Proven ability to translate customer business challenges into scalable solutions
• Strong consulting and stakeholder management skills

Benefits

• 401k plan with 100% vested company contributions
• Flexible paid time off and holidays
• Generous caregiver and parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.