Implementation Consultant - Lead
About The Position
This role sits within Sprinklr's Professional Services organization and is a hybrid Implementation Consultant and Managed Services Consultant position focused on Sprinklr CCaaS solutions. The ideal candidate will be equally comfortable leading new customer implementations and providing strategic post-go-live consulting and optimization services. You will partner with customers throughout their entire lifecycle, from discovery and solution design through implementation, adoption, expansion, and ongoing optimization. Success in this role requires a strong blend of business consulting, technical delivery, platform configuration, and customer engagement expertise. The ideal candidate has hands-on experience implementing and supporting enterprise CCaaS platforms, including voice, digital channels, conversational AI, chatbots, IVR, routing, automation, and customer journey orchestration. You understand how to translate business requirements into scalable technical solutions and can advise customers on best practices to maximize business outcomes.
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.
- Passion for solving complex business and technical challenges with a commitment to customer success.
Nice To Haves
- 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.
Responsibilities
- Work as part of a cross-functional team consisting of Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success Managers, and Managed Services teams to deploy and optimize the Sprinklr platform.
- Lead the full lifecycle of customer engagements, including discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization.
- Design, configure, and maintain CCaaS solutions including voice, digital channels, chatbots, conversational AI, routing strategies, automation workflows, and customer journey experiences.
- Act as a trusted advisor to customers, providing both implementation expertise and ongoing managed services guidance to drive adoption and business value.
- Translate customer business processes and requirements into scalable Sprinklr platform solutions.
- Identify platform optimization opportunities and recommend enhancements aligned to business objectives.
- Partner with Project Managers across multiple engagements to ensure successful delivery, stakeholder alignment, and achievement of project milestones.
- Troubleshoot complex business and technical use cases in partnership with Product and Engineering teams.
- Provide customer enablement, training, and operational best practices to drive long-term success.
- Support change requests, platform enhancements, and strategic growth initiatives for existing customers post deployment.
- Transition implementation projects into ongoing managed services engagements while documenting architecture, business requirements, and future recommendations.
- Assist Services Managers with solution scoping, effort estimation, and proposal development for prospective customers.
- Travel on-site with customers as needed.
Benefits
- Voluntary healthcare coverage
- Paid time off
- 401k plan with 100% vested company contributions
- Flexible paid time off
- Holidays
- Generous caregiver and parental leaves
- Life and disability insurance
- Health benefits including medical, dental, vision, and prescription drug coverage
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
