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CCaaS Implementation Lead

CCaaS Implementation Lead

Ishan TechnologiesRepublic Of India, IN
9 hours ago
Job description

Job Title : Product Implementation Consultant

Employment : Full-Time

Job Description :

We are looking for a results-driven Implementation Consultant with hands-on expertise in SaaS configuration to join our team. This role is key to driving successful onboarding, configuration, and adoption of the Sprinklr platform for our clients across multiple industries.

  • Lead end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.
  • Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.
  • Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.
  • Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.
  • Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that pre-empt issues and maximize client ROI.
  • Conduct advanced health checks and audits for key customers;

design remediation and enhancement plan to improve platform performance and adoption.

  • Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.
  • Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.
  • Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.
  • Establish trusted advisor relationships with customer champions and executive stakeholders.
  • Technical Skills
  • Strong expertise in Sprinklr platform architecture across multiple modules.
  • Hands-on with APIs, Webhooks, Middleware (MuleSoft, Boomi, Informatica, Azure Integration Services, etc.).
  • Deep understanding of enterprise CRM (Salesforce / MS Dynamics / Oracle CX) and Contact Center platforms (Genesys, Avaya, Amazon Connect).

    • Experience Level :

  • 5-6 years total experience in enterprise SaaS / CRM / CXM architecture.
  • 5+ years specifically with Sprinklr (or similar platforms like Salesforce Service Cloud, Adobe Experience Cloud, Genesys, Hootsuite Enterprise, Zendesk, etc.).
  • Prior experience leading large-scale, multi-module, multi-country implementations.

    • Deliverables :

  • Writing BRS / BRD, FRS.
  • Solution Design Document (SDD).
  • Integration Blueprint & Data Flow Architecture.
  • Security & Compliance Design.
  • Configuration Standards & Best Practices Guide.
  • Module-wise Architecture Sign-off Checklists.
  • Transition Playbook for Post-Go-Live Teams.

    • Work Experience required :

  • 2+ Years of experience in implementation of SaaS products.
  • Proven track record in leading complex implementation projects.
  • Deep understanding of social media platforms (Facebook, Twitter / X, Instagram, LinkedIn, etc.).
  • Strong understanding of social media ecosystems, brand reputation management, customer engagement.
  • Strong leadership, mentoring, and client-facing communication skills.
  • Direct experience in working with a social media management software is a plus.
  • Ability to manage multiple complex projects in a fast-paced, dynamic environment.
  • Strong time management skills including the ability to prioritize tasks and maintain accurate time tracking for billing purposes.
  • English language business proficiency mandatory.
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    Implementation Lead • Republic Of India, IN