Sr. Implementation Consultant - CCAAS (AMER shift)
Sprinklr · Gurgaon, India +1 · 4mo ago
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
Shift Timing: 6 PM IST to 3 AM IST
TheSeniorCCaaSImplementation Consultantleads strategic implementation initiatives, ensuring Sprinklr customers receive exceptional onboarding, configuration, and long-term platform value. This role blends deep technical proficiency with business acumen and leadership, guiding cross-functional teams, mentoring peers, and acting as a senior escalation and consulting partner to enterprise clients.
Key Responsibilities
Lead end-to-end implementation of Sprinklr'sCCaaSsolutions 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.
Proactivelyidentifypotential risks, technical challenges, and optimization opportunities, implementing solutions thatpreemptissues and maximize client ROI.
Conduct advanced health checks and audits for key customers; design remediation and enhancementplansto 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, andCCaaSbest practices.
Establish trusted advisor relationships with customer champions and executive stakeholders.
Qualifications
5+ years of experience in deploying Voice and Non-Voice ContactCenterapplications such as Genesys Engage, Amazon Connect, Cisco Webex ContactCenter, RingCentral, or similar platforms.
Proventrack recordin leading complex implementation projects, preferably inCCaaS,UCaaS, orCPaaSenvironments.
Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contactcenterinfrastructure (ACD, IVR, CTI,Dialer, SBC).
Proficiencyin 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.
Strong leadership, mentoring, and client-facing communication skills.
Ability to manage multiple complex projects in a fast-paced, dynamic environment.
Businessproficiencyin Korean and English is mandatory.
What Success Looks Like
You’rea strategic advisor to clients and internal teams, driving measurable impact and platform maturity.
You create repeatable frameworks and tools that improve team efficiency and customer outcomes.
You proactively elevate the implementation practice by sharing knowledge, defining standards, and fostering innovation.
Youmaintaina customer-first mindset, consistently exceeding expectations in high-pressure environments.
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.
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