Sprinklr
Ccaas Implementation Manager
Overview
Manage end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.
About Sprinklr
Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale across every customer touchpoint.
Requirements & Eligibility
- 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.
- Business proficiency in English is mandatory.
Key Responsibilities
- 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.
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