Senior CCaaS Implementation & Managed Services Consultant

Sprinklr; Montana; Hybrid; USD 100,000 - 166,000; Full time

Benefits offered by this job

401k with employer contributions

Paid time off

Health benefits including medical, den

Dental, vision, prescription coverage

Job summary

Sprinklr is seeking an experienced Implementation and Managed Services Consultant for CCaaS offerings. The role blends hands-on platform configuration with advisory services during the customer lifecycle, from discovery through optimization.

The ideal candidate will lead engagements, design scalable CCaaS solutions, and guide customers on adoption and value realization while collaborating with cross-functional teams. Travel to client sites is expected as needed.

Qualifications

• Fluent in English, written and verbal.
• 5+ years 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 end-to-end customer engagements across discovery to optimization.
• Configure CCaaS solutions including voice, omni-channel, chatbots, and AI features.
• Advise customers on best practices and value realization.
• Collaborate with PMs, engineers, and success managers across engagements.
• Travel on-site with customers as needed.

Skills

Fluent English

CCaaS experience

Cloud contact center

Platform configuration

Stakeholder management

Workshop facilitation

Technical troubleshooting

AI/Chatbot solutions

VoIP & telephony

Tools

Sprinklr

Genesys

Amazon Connect

Talkdesk

Five9

Twilio Flex

Cisco Webex CC

RingCentral

Avaya

Job description

Sprinklr is seeking an experienced Implementation and Managed Services Consultant for CCaaS offerings. The role blends hands-on platform configuration with advisory services during the customer lifecycle, from discovery through optimization.

The ideal candidate will lead engagements, design scalable CCaaS solutions, and guide customers on adoption and value realization while collaborating with cross-functional teams. Travel to client sites is expected as needed.