IMPLEMENTATION SPECIALIST - Bangkok, Thailand | Full-time + On-Call
Implementation Phase: UAT, Go-Live & HyperCare Support (8-10 Weeks)
Role Overview
You coordinate and execute the critical final phases of system implementation — User Acceptance Testing (UAT), go-live cutover, and post-launch support (HyperCare). You work with the warehouse team to validate the system meets operational needs, execute the cutover flawlessly, and stabilize operations within 30-60 days. Your role is to validate, launch, and stabilize.
Your phases: UAT Coordination (2-3 weeks) → Go-Live Execution → HyperCare Support (30-60 days)
YOUR SCOPE (What You Own)
PHASE 1: UAT COORDINATION (Weeks 1-3)
- Internal sanity check:
- Review system configuration against requirements
- Conduct internal testing (does the system work as designed)
- Identify and log bugs or configuration issues
- Get Solution Consultant approval before customer testing
- User Acceptance Testing (UAT) coordination:
- Conduct UAT kickoff with warehouse team
- Guide warehouse staff through test scenarios
- Log and track defects in testing log
- Prioritize: Critical (blocks go-live) vs. Minor (can fix later)
- Work with Solution Consultant to resolve issues
- Re-test fixes and confirm with customer
- UAT sign-off:
- Get customer to confirm: All critical issues resolved
- Document known minor issues (post-go-live fixes)
- Customer signs UAT acceptance sign-off document
- Hand off to Go-Live phase with complete documentation
PHASE 2: GO-LIVE EXECUTION (Week 4)
- Go-live preparation (final days):
- Review readiness with customer (data, team, system, process)
- Prepare and brief warehouse team on cutover agenda
- Cutover execution:
- Execute cutover per agreed playbook
- Data migration and system startup
- Monitor first transactions and workflows
- Go/No-Go decision: Get customer approval to flip the switch
- Address critical issues immediately
- Confirm operations running smoothly before leaving
PHASE 3: HYPERCARE SUPPORT (30-60 Days)
- On-site presence (first 1-2 weeks):
- Be in or near warehouse during first operations cycles
- Observe warehouse team adaptation to new system
- Support: Answer questions, resolve issues immediately
- Daily operations support:
- Daily check-ins with warehouse team
- Identify issues: What's not working (system or operational)
- Troubleshoot quickly: Try to resolve within 2 hours
- Escalate to technical team when system issue
- Issue prioritization:
- CRITICAL (blocks operations) → Resolve immediately
- HIGH (slows work) → Resolve same day
- NORMAL (inconvenient) → Resolve within 2 days
- ENHANCEMENT (nice to have) → Log for post-HyperCare
- Gradual independence:
- Week 1-2: You solve problems
- Week 3-4: You guide staff to solve
- Week 5-8: Staff solve, you coach
- Day 30-60: Hand off to ongoing support, team independent
WEEKLY/DAILY RESPONSIBILITIES
- UAT Phase (Weeks 1-3):
- Conduct internal sanity testing
- Coordinate UAT with warehouse team
- Update defect log daily
- Status updates to Solution Consultant
- Go-Live Week:
- Final readiness review
- Brief warehouse team on cutover plan
- Execute cutover (nights/weekends)
- Monitor 24/7 for first 3-5 days
- HyperCare Phase (30-60 days):
- Daily status calls with customer (first 2 weeks)
- 2-3x weekly on-site support (weeks 1-4)
- Troubleshoot issues within 2 hours
- Daily issue log updates
- Weekly status reports
You inherit a ready-to-test system and trained team.
How Success is Measured
- ✓ UAT sign-off complete: System meets operational requirements
- ✓ Go-live executed on schedule, system stable on Day 1
- ✓ Zero critical issues unresolved during cutover
- ✓ Operations resume to target KPIs by Day 5
- ✓ Warehouse team independent by Day 30
- ✓ All issues logged and categorized (resolved + documented)
What You Bring (MUST-HAVE)
Critical Requirement:
- 3+ years warehouse operations experience
- You understand warehouse workflows and pain points
- You can troubleshoot operational issues
- Warehouse staff respect your operational knowledge
UAT & Testing Experience:
- Prior experience with system testing or UAT
- Understand test case design and defect logging
Go-Live & HyperCare Experience:
- 2+ go-live cutover experiences (hands-on participation)
- You've been involved in cutover execution
- You understand cutover risks and contingencies
- You've provided post-launch support
Problem-Solving Under Pressure:
- Stay calm when issues arise during cutover/HyperCare
- Make quick decisions with incomplete information
Additional Must-Haves:
- WMS or warehouse system experience (understand system thinking)
- Fluent Thai + English
- Willing to work nights/weekends during go-live
- Available for on-call support (2-hour response for 60 days)
Nice-to-Have:
- Multiple go-live experiences
- IT systems troubleshooting knowledge
- 3PL or retail warehouse background
Implementation Coordinator: Focused Scope
Implementation: 8–10 Weeks (UAT: 2–3 Weeks | Go-Live: 1 Week | HyperCare: 30–60 Days)
Included: UAT Coordination • Go-Live • HyperCare
Excludes: Discovery • Requirements • Process Design • Training
