Senior Implementation Consultant, CCaaS

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. 

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. 

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 

Job Description

As a Senior Implementation Consultant, you will help customers successfully deploy Sprinklr's Contact Centre as a Service (CCaaS) platform.

You will work with customers from requirements gathering through implementation, testing, go-live, and user adoption. You will partner with customer stakeholders and internal teams to ensure successful project delivery and long-term customer success.

Key Responsibilities

• Gather business requirements and understand customer goals.
• Design and configure Sprinklr CCaaS solutions to meet customer needs.
• Support integrations with CRM and other business systems.
• Lead testing, go-live activities, and post-launch support.
• Deliver user training and help drive platform adoption.
• Manage project activities, risks, and customer communications.
• Create and maintain project documentation.
• Work with Sales and Solution Consulting teams to support project scoping and planning.

Required Qualifications

• 5+ years of experience implementing enterprise software, SaaS, or contact centre solutions.
• Experience working directly with customers in consulting, implementation, or professional services roles.
• Experience with contact centre platforms such as Sprinklr, Genesys, Amazon Connect, Cisco Webex Contact Centre, RingCentral, or similar solutions.
• Understanding of contact centre operations, including routing, IVR, call flows, reporting, and CRM integrations.
• Experience translating business requirements into solution designs.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to manage multiple projects and work effectively with cross-functional teams.
• Business-level English communication skills.

Preferred Qualifications

• Experience with Salesforce or other CRM platforms.
• Experience with APIs, integrations, and automation workflows.
• Experience supporting enterprise customers in a global environment.
• Relevant industry certifications.

What Success Looks Like

• Projects are delivered successfully and on schedule.
• Customers adopt the platform and achieve their business goals.
• Risks and issues are identified and resolved quickly.
• Customers view you as a trusted advisor and implementation partner.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: 

• Lead a new category of enterprise software that we call Unified-CXM. 

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. 

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. 

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. 

To learn more about employee benefits by region, click here. 

To learn more about all-things-Sprinklr, visit our candidate resource hub here. 

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. 

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. 

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