Senior CCaaS Implementation Consultant

Sprinklr Inc.; Washington; Hybrid; USD 100,000 - 166,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time off

Mentoring program

Competitive benefits

401k plan

Job summary

Sprinklr is seeking an experienced Implementation Consultant and Managed Services Consultant to join our Professional Services team in the United States. You will lead CCaaS deployments, provide post-go-live optimization, and partner with customers through discovery, design, configuration, training, and ongoing value realization.

You will blend business consulting with technical delivery, translate requirements into scalable Sprinklr solutions, and guide cross-functional teams to deliver

Qualifications

• Fluent in English, written and verbal.
• 5+ years of enterprise CCaaS implementation or related professional services experience.
• Strong experience implementing cloud contact center technologies.
• Deep understanding of contact center operations, voice, omnichannel service, IVR, routing, WFO, automation, and conversational AI.
• Hands-on configuring CCaaS platforms (Sprinklr, Genesys, Amazon Connect, Talkdesk, Webex, Five9, Twilio, RingCentral, Avaya, etc.).
• Strong technical configuration and systems administration skills for complex customer requirements.
• Experience implementing AI-powered support solutions, chatbots, virtual agents, and voice automation.
• Proven ability to translate business challenges into scalable platform solutions.
• Experience facilitating workshops, requirements gathering, training, and exec-level presentations.
• Strong consulting, stakeholder management, and customer-facing communication.
• Ability to manage multiple engagements simultaneously.
• Passion for solving complex business and technical challenges for customer success.

Responsibilities

• Lead end-to-end CCaaS deployments within Sprinklr Professional Services.
• Manage discovery, analysis, solution design, configuration, testing, training, deployment and post-go-live optimization.
• Design, configure, and maintain CCaaS solutions including voice, digital channels, chatbots, routing, automation and customer journeys.
• Advise customers with implementation expertise and ongoing managed services guidance.
• Translate customer processes into scalable Sprinklr platform solutions.
• Identify optimization opportunities and recommend enhancements.
• Collaborate with project managers to ensure on-time delivery and stakeholder alignment.
• Troubleshoot complex business/tech use cases with Product & Engineering.
• Provide customer enablement and best practices for long-term success.
• Support change requests, platform enhancements and growth initiatives after deployment.
• Document architecture, requirements, and future recommendations for transitions to managed services.
• Assist with solution scoping, effort estimation, and proposals.

Skills

Fluent in English

5+ years CCaaS experience

Cloud CCaaS technologies

CCaaS platform configuration

Technical configuration & systems

AI-powered customer support

Requirements translation

Workshops & presentations

Consulting & stakeholder mgmt

Multiple projects management

Customer success focus

Tools

Sprinklr

Genesys

Amazon Connect

Talkdesk

Cisco Webex Contact Center

Five9

Twilio Flex

RingCentral

Avaya

Job description

Sprinklr is seeking an experienced Implementation Consultant and Managed Services Consultant to join our Professional Services team in the United States. You will lead CCaaS deployments, provide post-go-live optimization, and partner with customers through discovery, design, configuration, training, and ongoing value realization.

You will blend business consulting with technical delivery, translate requirements into scalable Sprinklr solutions, and guide cross-functional teams to deliver