Senior Implementation Manager, Enterprise Deployments

ITCON Services; Vienna (VA); On-site; USD 120,000 - 170,000; Full time

Job summary

ITCON Services is seeking an Implementation Manager to lead the planning, coordination, and execution of installation, integration, testing, deployment, and startup across multiple workstreams for Customer Experience quality assurance initiatives.

The role emphasizes managing dependencies, risk, and readiness gates to ensure successful launches and ongoing expansion across programs for federal-contract readiness and client satisfaction.

Qualifications

• Bachelor's degree in Information Technology, Engineering, Business Administration, Project Management, or a related field.
• 10-15 years of experience implementing complex contact center, customer experience, or enterprise IT environments.
• At least 7 years of experience leading large-scale implementations, transitions, operational startups, or deployment programs.
• Experience moving enterprise-scale systems from design and testing through production deployment.
• Experience rapidly scaling workforce, operational processes, and technology capacity in support of growth.
• Strong knowledge of implementation governance, program integration, dependency management, and risk management.
• Experience managing cross-functional teams and coordinating multiple concurrent implementation workstreams.

Responsibilities

• Lead end-to-end implementation of complex contact center, customer experience, and IT service delivery environments.
• Coordinate installation, integration, testing, deployment, and operational startup activities across multiple workstreams.
• Develop and manage integrated implementation schedules covering technology, facilities, workforce, training, security, and operational readiness.
• Establish and manage implementation milestones, dependencies, stage gates, and go-live readiness reviews.
• Coordinate system, user acceptance, operational, and production readiness testing activities.
• Manage transitions from development and testing environments into production operations.
• Oversee workforce ramp-up, capacity expansion, and scale-down activities to align with program requirements.
• Identify, assess, and mitigate implementation risks and issues that could impact schedule, budget, or operational performance.
• Coordinate cross-functional teams including program management, engineering, operations, training, security, and infrastructure stakeholders.
• Ensure compliance with organizational, contractual, security, and operational requirements throughout implementation activities.
• Develop implementation plans, deployment strategies, contingency plans, and rollback procedures.
• Monitor implementation performance metrics and drive continuous improvement throughout deployment cycles.
• Support executive leadership with implementation status reporting, readiness assessments, and decision support.

Skills

Program management

Implementation management

Deployment planning

Operational readiness

Enterprise systems integration

Risk management

Workforce ramping

Capacity forecasting

Testing & transition

Cross-functional leadership

Executive reporting

Change management

Education

Bachelor's degree (IT/Engineering/Business/PM)

Tools

PMP

ITIL 4

SAFe Agilist

CSM

AWS

Azure

GCP

Five9

Genesys Cloud CX

NICE CXone

Amazon Connect

Cisco Webex CC

Job description

ITCON Services is seeking an Implementation Manager to lead the planning, coordination, and execution of installation, integration, testing, deployment, and startup across multiple workstreams for Customer Experience quality assurance initiatives.

The role emphasizes managing dependencies, risk, and readiness gates to ensure successful launches and ongoing expansion across programs for federal-contract readiness and client satisfaction.