CCaaS Delivery Lead & Automation Architect

Sprinklr; Myrtle Point (OR); Presencial; USD 110.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Mentoring program

Descripción de la vacante

Sprinklr is seeking a senior CCaaS delivery lead to manage and optimize complex omnichannel contact center solutions for enterprise customers in the United States. You will translate business requirements into Sprinklr CCaaS configurations, design advanced routing, IVR, and automation, and guide integrations with CRM and telephony systems to improve KPIs.

You will own end-to-end delivery, drive adoption, and partner with Sales and Customer Success to identify expansion opportunities.

Formación

• Minimum 5+ years in managed services, CCaaS, or tech consulting.
• Hands-on experience with Sprinklr CCaaS or similar platforms such as Genesys or Cisco Webex.
• Deep knowledge of IVR, routing, queue management, and SLA configurations.
• Experience designing omnichannel customer journeys across digital and voice.
• Understanding of telephony concepts (VoIP, SIP, CTI, ACD).
• Experience with API, CRM, and third‑party integrations.
• Strong communication and stakeholder management skills.

Responsabilidades

• Lead managed services delivery for CCaaS customers with hands-on solution leadership.
• Configure end-to-end omnichannel workflows, routing, IVR, and automation.
• Maintain core configuration architecture aligned to customer blueprints.
• Design and optimize routing models, bot workflows, and automation frameworks.
• Drive platform adoption and monitor key metrics like SLA, AHT, and CSAT.
• Lead post go-live changes, releases, and continuous improvements.
• Coordinate API, CRM, and telephony integrations to enable unified workflows.
• Provide training for agents and admins to drive adoption.
• Identify gaps and opportunities to improve efficiency and outcomes.
• Collaborate with Sales and Customer Success on value realization and upsell.

Conocimientos

CCaaS experience

Managed services

Solution design

IVR routing

APIs & CRM integrations

Stakeholder management

Herramientas

Sprinklr CCaaS

Genesys

Cisco Webex Contact Center

Twilio Flex

Descripción del empleo

Sprinklr is seeking a senior CCaaS delivery lead to manage and optimize complex omnichannel contact center solutions for enterprise customers in the United States. You will translate business requirements into Sprinklr CCaaS configurations, design advanced routing, IVR, and automation, and guide integrations with CRM and telephony systems to improve KPIs.

You will own end-to-end delivery, drive adoption, and partner with Sales and Customer Success to identify expansion opportunities.