Lead CCaaS Implementation & Optimization Consultant

Sprinklr

Colorado

Hybrid

USD 100,000 - 166,000

Full time

9 days ago

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Benefits offered by this job

401k plan

Paid time off

Parental leave

Health benefits

Job summary

Sprinklr is seeking a hybrid Implementation and Managed Services Consultant to join its Professional Services team. The role focuses on Sprinklr CCaaS solutions, leading new customer implementations and providing post-go-live optimization for enterprise clients.

You will design, configure, and optimize voice, digital channels, chatbots, and routing, translating business needs into scalable Sprinklr platform solutions while collaborating with cross-functional teams and traveling on-site as needed.

Qualifications

Fluent in English, written and verbal.
5+ years of experience in enterprise CCaaS implementation, managed services, technology consulting, or professional services delivery.
Strong experience implementing and supporting cloud contact center technologies.
Deep understanding of contact center operations, voice technologies, omnichannel customer service, IVR, routing, workforce optimization, automation, and conversational AI.
Hands‑on experience configuring and managing CCaaS platforms such as Sprinklr, Genesys, Amazon Connect, Talkdesk, Cisco Webex Contact Center, Five9, Twilio Flex, RingCentral, Avaya, or similar technologies.
Strong technical configuration and systems administration experience with the ability to troubleshoot complex customer requirements.
Experience implementing AI-powered customer support solutions, chatbots, virtual agents, and voice automation capabilities.
Proven ability to understand customer business challenges and translate requirements into scalable platform solutions.
Experience facilitating customer workshops, requirements gathering sessions, training, and executive-level presentations.
Strong consulting, stakeholder management, and customer-facing communication skills.
Ability to manage multiple projects and customer engagements simultaneously.
Passion for solving complex business and technical challenges with a commitment to customer success.

Responsibilities

Lead the full lifecycle of customer engagements, including discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization.
Design, configure, and maintain CCaaS solutions including voice, digital channels, chatbots, conversational AI, routing strategies, automation workflows, and customer journey experiences.
Act as a trusted advisor to customers, providing both implementation expertise and ongoing managed services guidance to drive adoption and business value.
Translate customer business processes and requirements into scalable Sprinklr platform solutions.
Identify platform optimization opportunities and recommend enhancements aligned to business objectives.
Partner with Project Managers across multiple engagements to ensure successful delivery, stakeholder alignment, and achievement of project milestones.
Troubleshoot complex business and technical use cases in partnership with Product and Engineering teams.
Provide customer enablement, training, and operational best practices to drive long-term success.
Support change requests, platform enhancements, and strategic growth initiatives for existing customers post deployment.