Senior CCaaS Implementation & Managed Services Lead (Remote)

Sprinklr; New Mexico; Hybrid; USD 100,000 - 166,000; Full time

Job summary

Sprinklr is seeking an experienced Implementation Consultant and Managed Services Consultant to join our Professional Services team. The role focuses on Sprinklr CCaaS solutions, leading new customer implementations and guiding post-go-live optimization.

You will partner with customers across discovery, design, configuration, adoption, and expansion, translating business needs into scalable platform solutions while guiding success and measurable outcomes.

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

• Work as part of a cross-functional team to deploy and optimize the Sprinklr platform.
• Lead the full lifecycle of customer engagements from discovery through post-go-live optimization.
• Design, configure, and maintain CCaaS solutions including voice, digital channels, chatbots, and automation.
• Advise customers with implementation expertise and ongoing managed services guidance.
• Translate customer requirements into scalable Sprinklr platform solutions.
• Identify optimization opportunities and recommend enhancements aligned to business goals.
• Collaborate with Project Managers to ensure successful delivery and milestones.
• Troubleshoot complex business and technical use cases with Product and Engineering teams.
• Provide enablement, training, and best practices to drive long-term success.
• Support changes, platform enhancements, and growth initiatives post deployment.
• Transition projects into ongoing managed services with documented architecture and future recommendations.
• Assist Services Managers with scoping, estimation, and proposals.
• Travel on-site with customers as needed.

Skills

English fluency

CCaaS implementation

Solution design

Tools

Sprinklr CCaaS

Genesys

Amazon Connect

Talkdesk

Cisco Webex CC

Five9

Twilio Flex

RingCentral

Avaya

Job description

Sprinklr is seeking an experienced Implementation Consultant and Managed Services Consultant to join our Professional Services team. The role focuses on Sprinklr CCaaS solutions, leading new customer implementations and guiding post-go-live optimization.

You will partner with customers across discovery, design, configuration, adoption, and expansion, translating business needs into scalable platform solutions while guiding success and measurable outcomes.