Sr. Implementation Consultant - CCAAS (AMER shift)

Sprinklr India Private Limited; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Sprinklr India Private Limited is seeking an expert to lead the implementation of CCaaS solutions for diverse enterprise clients. The ideal candidate will have over 5 years of experience in deploying Contact Center applications and demonstrate strong leadership skills.

Success in this role requires deep technical understanding of voice technologies and excellent client-facing communication, along with proficiency in both Korean and English. Join a dynamic team and impact strategic client engagements for long-term success.

Qualifications

• 5+ years of experience in deploying Contact Center applications.
• Proven track record in CCaaS, UCaaS, or CPaaS.
• Deep understanding of voice technologies and protocols.

Responsibilities

• Lead implementation of Sprinklr's CCaaS solutions for clients.
• Define strategy and architecture aligned with customer goals.
• Mentor junior consultants and drive platform adoption.

Skills

Voice and Non-Voice Contact Center applications

Implementation project leadership

Understanding of voice technologies

API integrations

Client-facing communication

Proficiency in Korean and English

Tools

Genesys Engage

Amazon Connect

Groovy

JavaScript

Wireshark

Job description

Shift Timing: 6PM IST to 3AM IST

Key Responsibilities

• Lead 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

• 5+ 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.
• 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.
• Business proficiency in Korean and English is mandatory.

What Success Looks Like

You’re a 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. You maintain a customer‑first mindset, consistently exceeding expectations in high‑pressure environments.

Sprinklr is proud to be an equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.