Senior Implementation Consultant

Job Description

Manage 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

3+ 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. Ability to manage multiple complex projects in a fast-paced, dynamic environment. Business proficiency in English is mandatory.