Sr. Implementation Consultant - CCAAS (AMER shift)
Core
Lead strategic implementation of Sprinklr's CCaaS solutions for enterprise clients, ensuring onboarding, configuration, and long-term platform value.
Role type
Senior IC Implementation Consultant (CCaaS)
Builds
Unified customer experience platforms for enterprise brands
Domain
Contact Center as a Service (CCaaS), Voice/Non-Voice Contact Center infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
CCaaS solution architecture, Voice/Non-Voice Contact Center deployment, VoIP protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), Contact Center infrastructure (ACD, IVR, CTI, Dialer, SBC), CRM integration (Salesforce Service Cloud), API integrations, VoIP troubleshooting (Wireshark), Project leadership, Client advisory
Preferred skills
Scripting (Groovy, JavaScript), Mentoring junior consultants
Technologies
Sprinklr, Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Salesforce Service Cloud, Wireshark
Responsibilities
Lead end-to-end implementation of CCaaS solutions for complex enterprise clients, Define implementation strategy and solution architecture, Mentor and guide junior consultants, Own customer engagements as primary senior point of contact, Conduct advanced health checks and audits, Lead client discovery workshops and strategic planning, Drive stakeholder alignment across product, engineering, and customer success teams, Deliver expert-level consultation on Sprinklr capabilities and integrations
Seniority
Senior, hands-on IC with strategic advisory