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Role overview
We are seeking a Lead Engineer - Technical Support specialist to manage end-to-end software implementation activities for clients across multiple projects and business environments. This role focuses on project coordination client onboarding EDI implementation testing training and Go-live support while ensuring a seamless customer experience.
The ideal candidate will work closely with customers, retailers, resellers, third-party consultants and internal teams to ensure successful project execution and delivery.
Key responsibilities
1.Facilitate EDI implementation process (60%)
Serve as the primary point of contact during the software implementation lifecycle.
Manage multiple implementation projects clients and trading partners simultaneously.
Execute implementation tasks and coordinate activities with internal and external stakeholders.
Handle mid-size to large-scale implementation projects.
Conduct customer training sessions and support solution adoption.
Lead EDI testing and support integration testing activities.
Configure software solutions based on client business requirements.
Validate functionality to ensure accuracy completeness and successful implementation.
Identify escalate and resolve implementation-related issues.
Follow defined EDI project methodologies and implementation standards.
2. Client-functional collaboration for client success (25%)
Collaborate with internal teams' clients and partners to ensure successful project delivery.
Prioritize tasks and manage timelines to meet customer expectations.
Communicate software mapping and testing-related issues to technical teams.
Work closely with implementation and mapping specialists for testing accuracy.
Document issues resolutions and process improvement opportunities.
3.Project tracking and reporting (15%)
Provide regular updates on project progress milestones and deliverables.
Maintain accurate project information in tracking and reporting tools.
Communicate implementation status risks and dependencies to stakeholders and project managers.
Required skills and qualifications
Bachelor’s degree in business information technology or related technical field.
6+ years of experience in software implementation project coordination or client onboarding.
Proven experience managing end-to-end implementation lifecycle including kickoff configuration testing and go-live.
Experience handling multiple projects and strong multitasking capability.
Experience conducting customer training sessions webinars or on-demand workshops.
Strong understanding of software testing and customer testing processes.
Proficiency in Microsoft Office and internet-based applications.
Understanding of B2B commerce, EDI and supply chain processes.
Must have skills
Software implementation and project coordination – client onboarding configuration testing and go-live support.
EDI and B2B process knowledge – testing integration support supply chain and mapping concepts.
Client communication and troubleshooting – stakeholder management customer training and issue resolution.
Good to have skills
Familiarity with xml and data mapping concepts preferred.
Experience with ERP/business systems such as (SAP, NetSuite, Microsoft dynamics, etc) is a plus.
Experience working with EDI solutions or B2B providers is desirable.
Exposure to AI tools such as Copilot or Claude is an advantage.
Desired attributes
Strong ownership and accountability mindset.
Excellent organizational and multitasking skills.
Customer-focused approach with proactive communication.
Ability to work independently in a fast-paced environment.
Interview process
2 rounds of discussion.
