Senior Implementation Consultant - CCAAS

Description

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 preempt issues and maximize client ROI.

Conduct advanced health checks and audits for key customers; design remediation and enhancement plans 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.

Qualifications

5+ years of experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, or similar platforms.

Proven track record in leading complex implementation projects, preferably in CCaaS, UCaaS, or CPaaS environments.

Deep understanding of voice technologies, protocols (TCP / IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer, SBC).

Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark).

Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms.

Development experience with Groovy, JavaScript, and / or scripting for integrations is a plus.

Strong leadership, mentoring, and client-facing communication skills.

Ability to manage multiple complex projects in a fast-paced, dynamic environment.

Business proficiency in English is mandatory.

What Success Looks Like

You’re a strategic advisor to clients and internal teams, driving measurable impact and platform maturity.

You create repeatable frameworks and tools that improve team efficiency and customer outcomes.

You proactively elevate the implementation practice by sharing knowledge, defining standards, and fostering innovation.

You maintain a customer-first mindset, consistently exceeding expectations in high-pressure environments.

Why You'll Love Sprinklr :

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to to browse our country-specific benefits guides.

We focus on our mission : We founded Sprinklr with one mission : to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.

We believe in our product : Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people : At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.