Lead Implementation Consultant

Job Description:

• Lead new customer implementations and provide strategic post-go-live consulting and optimization services for Sprinklr CCaaS solutions
• Partner with customers throughout discovery, solution design, implementation, adoption, expansion, and ongoing optimization
• Work with Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success Managers, and Managed Services teams
• Lead discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization
• Design, configure, and maintain voice, digital channel, chatbot, conversational AI, routing, automation, and customer journey solutions
• Act as a trusted advisor, providing implementation expertise and managed services guidance
• Translate customer business processes and requirements into scalable Sprinklr platform solutions
• Identify optimization opportunities and recommend enhancements aligned to business objectives
• Partner with Project Managers across engagements to ensure delivery, stakeholder alignment, and project milestones
• Troubleshoot complex business and technical use cases with Product and Engineering teams
• Provide customer enablement, training, and operational best practices
• Support change requests, platform enhancements, and strategic growth initiatives for existing customers
• Transition implementations into ongoing managed services engagements and document architecture, requirements, and recommendations
• Assist Services Managers with solution scoping, effort estimation, and proposal development
• Travel on-site with customers as needed

Requirements:

• Fluent in English, written and verbal
• 5+ years of experience in enterprise CCaaS implementation, managed services, technology consulting, or professional services delivery
• Strong experience implementing and supporting cloud contact center technologies
• Deep understanding of contact center operations, voice technologies, omnichannel customer service, IVR, routing, workforce optimization, automation, and conversational AI
• Hands-on experience configuring and managing CCaaS platforms such as Sprinklr, Genesys, Amazon Connect, Talkdesk, Cisco Webex Contact Center, Five9, Twilio Flex, RingCentral, Avaya, or similar technologies
• Strong technical configuration and systems administration experience with the ability to troubleshoot complex customer requirements
• Experience implementing AI-powered customer support solutions, chatbots, virtual agents, and voice automation capabilities
• Proven ability to understand customer business challenges and translate requirements into scalable platform solutions
• Experience facilitating customer workshops, requirements gathering sessions, training, and executive-level presentations
• Strong consulting, stakeholder management, and customer-facing communication skills
• Ability to manage multiple projects and customer engagements simultaneously
• Experience supporting both implementation and post-go-live managed services engagements
• Experience with cloud architecture, VoIP, SIP, telephony, APIs, and integrations
• Sprinklr platform experience or experience with a competing CCaaS/CXM platform
• Experience implementing AI, chatbot, workforce management, or customer journey orchestration solutions
• Experience with Care, Research, Sales, Marketing, Advertising, or broader CXM SaaS platforms
• Relevant contact center and cloud certifications are nice to have

Benefits:

• Discretionary bonus plan
• Commission plan
• Equity plan
• 401k plan with 100% vested company contributions
• Flexible paid time off
• Holidays
• Generous caregiver and parental leaves
• Life and disability insurance
• Medical, dental, vision, and prescription drug coverage
• Voluntary healthcare coverage for employees and families where applicable
• Open Mentoring Program
• Reasonable accommodations during the interview process