Sr. Implementation Manager
Core
Lead a team of implementation consultants to deliver Sprinklr's Unified Customer Experience Management (Unified-CXM) platform for enterprise brands.
Role type
Senior Implementation Manager (Team Lead)
Builds
End-to-end deployments of Sprinklr's unified CXM platform (Service, Social, Marketing, Insights) for large enterprises.
Domain
Enterprise software / Customer Experience Management (CXM) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | client delivery
Required skills
Enterprise software implementation leadership, Contact Center application expertise (Genesys, Amazon Connect, Cisco Webex, RingCentral), CCaaS/UCaaS/CPaaS environment experience, Voice technology protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), Contact center infrastructure knowledge (ACD, IVR, CTI, Dialer, SBC), Software development life cycle understanding, Scripting (Groovy, JavaScript), Project management, Client relationship management, Regional strategy definition, Risk mitigation, KPI tracking.
Preferred skills
Advanced degree in engineering/design, Project management or software implementation certifications.
Technologies
Sprinklr platform, Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, Groovy, JavaScript
Responsibilities
Manage and mentor a team of implementation consultants, oversee multiple concurrent implementation projects, serve as primary client contact during implementation, define regional implementation strategies, develop best practices and methodologies, collaborate with sales/product/customer success teams, identify and mitigate implementation risks, track and report on KPIs.
Seniority
Senior, hands-on IC with team leadership