SUMMARY

As a senior member of the Front Office implementation team, IA III will work closely with cross-functional teams to design and execute efficient, reliable Front Office configurations that enhance operational workflows, client engagement and user experience. The IA III will also play a critical role in maintaining quality standards, and championing automation initiatives to improve speed, accuracy, and scalability. The IA III brings deep expertise in Front Office platforms, strong analytical and technical configuration skills, a process-driven mindset, and a passion for continuous improvement.

PRIMARY RESPONSIBILITIES

Lead and manage end-to-end Front Office solutions configuration of systems to meet client-specific business requirements. Collaborate with cross-functional teams to gather, document, and translate complex business requirements into scalable and optimized configurations. Maintain deep understanding of Front Office platform capabilities and configuration rules to ensure best practices and compliance. Oversee data migration and integration tasks, ensuring accurate setup and synchronization across systems. Design and execute test plans and validation protocols to ensure quality standards are met for each implementation phase. Performs audit and quality checks of configuration work completed by the configuration team members and partner teams. Identify root causes of defects or inefficiencies and drive continuous improvement initiatives. Ensure compliance with internal SOPs and external regulatory requirements where applicable. Develop, implement and maintain automation tools and scripts to streamline repetitive implementation tasks and reduce human error. Recommend and pilot new technologies or process enhancements to increase implementation efficiency and scalability. Build reusable asset (e.g., templates, scripts, automated test cases) to reduce configuration timelines. Serve as a subject matter expert for innovation-driven initiatives and help coach teams on adoption. Act as lead implementation resource on complex or high-profile client projects. Provide mentorship and guidance to IA I and IA II and Implementation team members. Partner with product, engineering, consulting, support and customer success teams to resolve issues, align on configuration standards, and deliver consistent outcomes. Communicate implementation progress, risks, and mitigation strategies to internal and external stakeholders. Create and maintain thorough documentation of implementation steps, configuration decisions and quality results. Generate reports on implementation performance metrics, automation efficiency gains, and defect trends. Contribute to internal knowledge bases and training materials to support team growth and knowledge sharing.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

 Bachelor’s degree in information technology, Computer Science, Business Administration major in Management Information Systems (MIS) or a related field is required. Strong understanding of Front Office systems and solutions (e.g., CRM platforms, booking/reservation systems, client onboarding platforms, etc.) Advanced knowledge of system configuration principles, data mapping and process modeling. Familiarity with API integration, data migration methodologies and tools. Experience working with workflow automation platforms and scripting for process optimization. Proficient in quality assurance best practices, test plan creating, UAT coordination, and defect tracking. Strong analytical and problem-solving skills with a continuous improvement mindset. Ability to conduct root cause analysis and drive corrective/preventive actions. Proven ability to lead complex implementation projects with minimal oversight. Skilled at gathering, analyzing, and translating business requirements into technical deliverables. Excellent stakeholder management skills across technical and non-technical teams. Comfortable facilitating client workshops, solution design sessions, and implementation reviews. Exceptional written and verbal communication skills include documentation, reporting and client-facing communication. Ability to train and mentor junior team members and lead configuration best practices. Strong interpersonal skills and ability to work cross-functionally in a fast-paced environment. Demonstrated experience in identifying and implementing automation opportunities within configurations and quality processes. Experience creating reusable assets such as configuration templates, automated test scripts, or SOPs. Passion for adopting new technologies and contributing to the evolution of implementation methodologies. Experience in SaaS or property management software industry Advanced knowledge in utilizing Salesforce as a CRM and its workflow. Advanced knowledge with scripting such as SQL, Python, etc. Advanced knowledge with Reporting and Analytics such as PowerBI and Excel. Must be willing to work in a fixed night shift schedule. Must be flexible in terms of work arrangement (WFH, WIO or Hybrid setup) 

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Advanced System Configuration Expertise Advanced System Configuration Expertise Quality Assurance & Testing Proficiency Business Requirements Analysis

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