Senior Implementation Consultant, CCAAS

Sprinklr India Private Limited; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Voluntary healthcare coverage

Paid time off

Open mentoring program

Job summary

Sprinklr India Private Limited is seeking an experienced professional to manage end-to-end implementation of CCaaS solutions for enterprise clients. The role includes defining strategies, mentoring junior consultants, and ensuring customer satisfaction through expert consultations.

With at least 3 years of relevant experience and a deep understanding of voice technologies, the candidate will work in a dynamic environment and drive successful platform adoption.

The position offers outstanding benefits including voluntary healthcare coverage and paid time off.

Qualifications

• 3+ years of experience deploying CCaaS applications.
• Proven track record in leading complex implementation projects.
• Deep understanding of contact center infrastructure.

Responsibilities

• Manage end-to-end implementation of CCaaS solutions.
• Define implementation strategy aligned with customer goals.
• Mentor junior consultants to ensure excellence in delivery.

Skills

Voice and Non-Voice Contact Center applications

Leading complex implementation projects

Voice technologies and protocols

API integrations

CRM integrations

Development experience with Groovy or JavaScript

Tools

Wireshark

Job description

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 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.

Benefits

• Voluntary healthcare coverage for employees and families in applicable countries.
• Paid time off to recharge and spend time with loved ones.
• Open mentoring program designed to support growth and amplify focus.

Equal Opportunity Employer

Sprinklr is proud to be an equal‑opportunity workplace and complies with all 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, gender identity, sexual orientation, age, citizenship, disability, veteran status, and other protected characteristics. Reasonable accommodations are available upon request during the interview process.