Position Summary
The Implementation Specialist is responsible for supporting the successful installation, configuration, and training of Agilysys software and hardware solutions at client sites. This role operates as a key member of the project delivery team, partnering closely with Project Managers and Project Leads to execute implementation tasks, ensure system readiness, and deliver a seamless customer experience.
Ideal Candidate Profile
We are particularly interested in candidates who have successfully deployed or supported POS systems in hospitality environments, including gaming and casino operations, hotels and resorts, food service management organizations, restaurants, corporate dining, and other customer-facing hospitality businesses. Experience supporting system go-lives, user training, and operational readiness is highly valued.
Why This Role Matters
This role is essential to ensuring successful client onboarding and adoption of Agilysys solutions. The Implementation Specialist directly impacts customer satisfaction by delivering high-quality implementations, effective training, and operational support during critical go-live periods. By ensuring systems are configured correctly and clients are set up for success, this role contributes to long-term customer retention and product value realization.
Key Responsibilities
Support onsite implementation of Agilysys software and hardware solutions, including system configuration, testing, and deployment.
Partner with Project Management to understand customer requirements and assist in designing system configurations that optimize operational efficiency.
Assist in managing project scope, ensuring documentation is clear, accurate, and aligned with project deliverables and timelines.
Identify and communicate project risks, working with project teams to support mitigation strategies and escalation processes.
Gather and assess site readiness requirements, providing recommendations to ensure successful installations.
Coordinate with integration teams to ensure interfaces and system components are properly scheduled, tested, and deployed.
Develop training materials and deliver training sessions to end users, ensuring effective system adoption.
Provide on-site and remote support during go-live, assisting users and troubleshooting operational issues.
Document implementation processes and outcomes to support transition to Customer Care for ongoing support.
Collaborate with clients and internal teams to continuously improve implementation processes and best practices.
Qualifications
Bachelor’s degree in a related field or equivalent experience in hospitality, technology, or IT environments.
2–3 years of experience implementing, installing, configuring, or supporting hospitality technology solutions.
Direct experience with POS system implementations is strongly preferred.
Experience working in hospitality-focused environments such as casinos, gaming operations, hotels, resorts, food service management, corporate dining, healthcare dining, cruise lines, or entertainment venues.
Experience with hospitality applications including POS, PMS, inventory management, procurement, payment processing, or related operational systems.
Understanding of hospitality operations and workflow requirements across food & beverage, gaming, lodging, or multi-venue environments is considered a strong asset.
Willingness and ability to travel extensively (up to 90%), including domestic and international travel. Valid driver's license and travel documentation is required.
Required Skills & Competencies
Strong communication skills with the ability to engage customers and internal teams effectively
Solid problem-solving and analytical abilities
Ability to manage multiple tasks and priorities in a fast-paced environment
Customer-focused mindset with a commitment to service excellence
Ability to work independently with a high level of initiative
Proficiency in Microsoft Office tools
Adaptability and flexibility in changing project environments
Collaboration and teamwork across cross-functional groups
Personal Attributes
Positive, team-oriented attitude with a strong work ethic
High level of accountability and ownership of assigned tasks
Willingness to go above and beyond to meet client expectations
Resilient and able to perform under pressure during critical project phases
Detail-oriented with strong organizational skills
Eager to learn new technologies and processes
Professional, customer-facing demeanor
This is a Non-Exempt (Hourly) Role. ***
Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.
Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.
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We are committed to equitable pay practices. Compensation within the pay range listed below will be decided based on factors including, but not limited to, job related skills, knowledge and experience and internal pay alignment. Base salary is localized according to employee work location.
Agilysys cares about you and your overall well-being. We offer a comprehensive benefits package to all employees, which includes a 401(k) plan with employer matching, paid parental leave, paid sick leave in compliance with applicable laws. We also offer medical, dental, and vision benefits, 10 paid holidays, disability and basic life insurance, and a mental health program, and tuition reimbursement among others.
Pay Range
$55,000—$65,000 USD
