Implementation Lead
Posted 5 days ago by Big Red Recruitment Midlands Ltd
Negotiable
Outside
Remote
Remote, UK
Summary: The Implementation Delivery Lead will oversee the rollout of the Five9 cloud-based contact centre platform across various departments for a leading enterprise undergoing transformation. This role requires hands-on experience in managing complex implementations and coordinating multiple stakeholders. The position is a 3-month contract with strong potential for extension, primarily remote with occasional UK travel. The ideal candidate will be confident in leading delivery across enterprise technology programmes.
Key Responsibilities:
- Own the full delivery of the Five9 implementation across Service Desk, Transport and Credit Services.
- Lead pilot phases, manage the overall rollout plan, and ensure timely execution.
- Act as the single point of contact between Five9 and internal/external stakeholders.
- Oversee key integrations (ServiceNow, WhatsApp, IVA/automated voice).
- Manage third parties involved in number porting, hardware recovery, and Legacy migrations.
- Provide structured weekly updates, manage risk/issues log, and facilitate a smooth handover.
Key Skills:
- Delivering SaaS contact centre platform implementations (Five9, Genesys, NICE CXone, etc.)
- Working in complex, matrixed environments with multiple stakeholders and suppliers.
- Coordinating end-to-end rollout and pilot activity.
- Managing delivery plans, reporting cycles, and risk mitigation strategies.
- Ideally, integrating with tools like ServiceNow or supporting voice/WhatsApp solutions.
Salary (Rate): £525/day
City: undetermined
Country: UK
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job title: Implementation Delivery Lead
Location: Remote (occasional UK travel)
Contract type: 3-month contract (Outside IR35, likely extension)
Rate: £450-£525/day
Industry: Technology/Contact Centre Transformation
Start date: ASAP
Long description:
Are you a hands-on delivery lead with experience implementing cloud-based contact centre platforms like Five9?
We re partnering with a leading enterprise undergoing a rapid transformation of their contact centre estate — and they need someone to own the rollout of Five9 across multiple departments.
This is a 3-month contract (with strong extension potential) for someone confident coordinating pilots, integrations, and stakeholder activity across a complex tech landscape.
What you ll be doing:
- Own the full delivery of the Five9 implementation across Service Desk, Transport and Credit Services.
- Lead pilot phases, manage the overall rollout plan, and ensure timely execution.
- Act as the single point of contact between Five9 and internal/external stakeholders.
- Oversee key integrations (ServiceNow, WhatsApp, IVA/automated voice).
- Manage third parties involved in number porting, hardware recovery, and Legacy migrations.
- Provide structured weekly updates, manage risk/issues log, and facilitate a smooth handover.
- Delivering SaaS contact centre platform implementations (Five9, Genesys, NICE CXone, etc.)
- Working in complex, matrixed environments with multiple stakeholders and suppliers.
- Coordinating end-to-end rollout and pilot activity.
- Managing delivery plans, reporting cycles, and risk mitigation strategies.
- Ideally, integrating with tools like ServiceNow or supporting voice/WhatsApp solutions.
- 3-month initial contract with a likely extension
- Outside IR35
- £450-£525/day
- Remote-first, with occasional UK travel for key activity
- Immediate start available
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