Job Title: Projects Support SpecialistCompany: KwentraWorkplace Type: On-SiteJob Location: Giza, Egypt.Job Type: Full-TimeReporting Line: Manager of Projects Controls Department (PCD)Organizational Unit: Projects Controls Department, Service Delivery Sector (SDS)About KwentraWe are the fastest-growing, all-in-one cloud-based PMS across the MENA region, building the hospitality ecosystem for tomorrow.Kwentra was founded in 2013 by hoteliers who found themselves choosing between powerful yet outdated legacy systems and cloud-based solutions that could not cover the full spectrum of hotel operations.Built for the real operational dynamics of hotels, our PMS combines robust functionality with intuitive design to support everything from core daily operations to revenue management and guest experience.With 800+ features, Kwentra enables big hotel chains as well as independent properties to manage reservations, front and back office operations, distribution, procurement, analytics, and guest engagement in one seamless system● Our Vision is: To combine the strength of legacy hotel systems with the efficiency of modern cloud-based technology and deliver a comprehensive solution favored by hoteliers across the globe.● Our Mission is: To make advanced property management technology accessible to hoteliers everywhere and lead the digital transformation of the hospitality industry in the MENA region. About The Service Delivery Sector – SDSTo achieve Kwentra's vision, SDS works around the clock with its 6 organizational units to ensure each customer experience from the first day at Kwentra is pleasurable and unforgettable. Our business is focused on controlled change management; we work within a flexible yet governed environment with a mindset oriented to a unique customer experience.● Our Vision: To achieve market leadership and ultimate customer success by unifying our operations into seamless, standardized processes within a thriving, sustainable workplace.● Our Mission: To bridge the gap between complex software and human operations through transparent, highly accurate service delivery. By taking ownership of our continuously enhanced processes, we eliminate friction to ensure both our clients and our teams thrive. About The Projects Controls Department – PCDOperating as the implementation engine within the Service Delivery Sector (SDS) governance framework, the Projects Controls Department (PCD) serves as the ultimate deployment safety net for our new global clients. While proudly based in our Giza headquarters, this specialized unit dictates the technical pace of deployment worldwide. Our core mandate is to manage the end-to-end execution of technical implementations, fundamentally ensuring that Kwentra products and services are perfectly configured and delivered securely in a controlled environment to the client precisely according to our Standard Operating Procedure (SOPs) that ensures all trained users are empowered to fully utilize the implemented products and services, and have an unforgettable customer experience.About Your Role ContributionWe are seeking an analytical, consultative Projects Support Specialist to lead technical onboarding for our global clients. You will drive the flawless deployment of the Kwentra platform, bridging the gap between complex software parameters and human operations through an integrated, impact-driven approach. Collaborating with Senior Project Managers, you will own the technical implementation pipeline. Whether on-site globally or remote from Egypt, you will translate client needs into secure system configurations. Your responsibilities include leading data migration, executing API integrations, and providing role-based training to hospitality staff. By following standard methodologies, you will support Kwentra's strategic goals, ensuring high customer satisfaction while minimizing management exceptions.Your role is designed to bridge the gap between perfect delivery and ultimate customer experience. Change Management is the key, stay focused on your goals and activities timeline, while managing customer expectations and continuous Change Requests (CRs) and Variation Orders (VOs), and through direct synchronization with the Project Manager/Director to make sure you are always on track and any Extension of Time (EoT) is explicitly reported, monitored and controlled; ahead.Core Workflows & Responsibilities● End-to-End Implementation: Own Kwentra’s 9-phase deployment methodology, driving new properties from handover to live operation while meeting "Time to Value" milestones.● Configuration & Integration: Convert hotel requirements into software logic, managing room mappings, rates, and user controls. Test API integrations for booking engines, channel managers, and payment gateways.● Data Migration & QA: Manage sensitive ETL of historical ledgers and guest profiles. Ensure integrity through staging environments and parallel testing before final cutover.● Client Training: Facilitate department-specific training using live configured data to translate technical settings into actionable operational skills.● Go-Live Support: Provide technical support during "Live Coverage," troubleshooting system anomalies and ensuring a seamless transition for frontline staff.● Strategic Sign-Off: Adhere to SOPs and facilitate dual sign-off with management to ensure accurate data handover to Support and Portfolio departments.● Knowledge Management: Resolve "how-to" queries using internal guidelines and collaborate with the BEU to update missing documentation.What You Bring to Kwentra● Hospitality & Tech Expertise: Hands-on hotel operations knowledge paired with technical skills to configure complex cloud architectures, managing everything from night audits to high-pressure check-ins.● Change Management & Unyielding Empathy: High emotional intelligence and patience are strictly required to consult and train nervous end-users, guiding them through the psychological friction of adopting new enterprise technology.● Analytical Problem Solving: Exceptional ability to rapidly diagnose API errors, resolve complex data mapping conflicts, and mitigate operational bottlenecks before they affect production.● Process Discipline & Agile Autonomy: A strict commitment to structured workflows, documentation, and quality checklists. Capable of working autonomously while staying aligned with the Project Manager's strategic timelines.● Global Communication Expertise: Persuasive communication skills to manage international stakeholders across time zones, efficiently using asynchronous tools in a hybrid work environment. Qualifications & Expertise● Degree: Bachelor's in Accounting, Hospitality, CS, or BIS. A technical/hospitality hybrid background is highly preferred.● Certifications: PRINCE2, ITIL 4, Jira, or Hospitality Operations.● Experience: 3–5 years in B2B SaaS implementation, onboarding, or technical consulting, ideally with multi-property rollouts.● Technical Skills: Expertise in PMS, POS, and Channel Management (e.g., Opera, SiteMinder). Knowledge of APIs, ETL, and data mapping.● Bilingual: Fluent English and Arabic; able to simplify complex tech for non-technical hotel staff.● Mobility: Valid passport and willingness for heavy domestic and international travel for on-site support.What We Offer● Competitive Compensation: A highly competitive, fixed monthly net salary fully commensurate with elite technical and operational experience.● Performance Variable: Substantial additional project-based or post-assement variable pay tied directly to highly successful, on-time implementation metrics and verified go-live success rates.● Health & Security: Comprehensive Social and Medical Insurance coverage.● Hybrid Workflow Flexibility: A highly progressive, sustainable working environment meticulously designed to balance highly focused remote work, highly collaborative in-office days at our customized Giza headquarters, and dynamic, immersive on-site travel experiences.● Tools for Unrestricted Success: Company-provided, top-tier business hardware and generous communication allowances to definitively ensure absolutely seamless connectivity from any global location.Join us in shaping the future of hospitality technology globally, right from Egypt. Apply today to become a core pillar of Kwentra’s Customer Support team!