Sr. Implementation Consultant - CCAAS (AMER shift)

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

Benefits offered by this job

Voluntary health-care coverage

Comprehensive paid time off

Open mentoring program

Job summary

Sprinklr is seeking a Senior CCaaS Implementation Consultant to lead strategic implementations across diverse industries. You will ensure exceptional onboarding and provide expert consultation on CCaaS solutions. This role involves mentoring team members, defining implementation strategies, and maintaining client satisfaction. Candidates should have over 5 years of experience with Voice and Non-Voice Contact Center applications. Strong leadership and bilingual proficiency in Korean and English are required.

Qualifications

• 5+ years of experience in deploying Voice and Non-Voice Contact Center applications.
• Proven track record in leading complex implementation projects in CCaaS environments.
• Ability to manage multiple complex projects in a fast-paced environment.

Responsibilities

• Lead end-to-end implementation of Sprinklr's CCaaS solutions.
• Define implementation strategy aligned with customer goals.
• Mentor and guide junior consultants in configuration and delivery.

Skills

Deployment of Voice and Non-Voice Contact Center applications

Leadership in complex implementation projects

Understanding of voice technologies and protocols

Platform configuration and API integrations

Proficiency in scripting (Groovy, JavaScript)

Strong leadership and client-facing skills

Business proficiency in Korean and English

Job description

Shift Timing: 6 PM IST to 3 AM IST

Senior CCaaS Implementation Consultant

The Senior CCaaS Implementation Consultant leads 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'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.

Benefits

We offer a comprehensive suite of benefits designed to help each member of our team thrive, including voluntary health‑care coverage in applicable countries, optional vacation time, comprehensive paid time off, and an open mentoring program.

• 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.

EEO Statement

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.