Senior Implementation Consultant, CCAAS

India Karnataka Bangalore, IndiaOn-site

Responsibilities

Define implementation strategy and solution architecture aligned with customer goals, industry standards, and best practices.
Mentor and guide junior consultants, promoting excellence in configuration, client communication, and delivery methodologies.
Own customer engagements as the primary senior point of contact, driving platform adoption, customer satisfaction, and solution alignment.
Conduct advanced health checks and audits for key customers; design remediation and enhancement plans to improve platform performance and adoption.
Lead client discovery workshops, requirement gathering sessions, and strategic planning for roadmap alignment and value realization.
Drive stakeholder alignment across product, engineering, and customer success teams to ensure seamless implementation and post-go-live support.
Deliver expert-level consultation on Sprinklr capabilities, integrations, and CCaaS best practices.
Establish trusted advisor relationships with customer champions and executive stakeholders.
Create a culture of customer obsession, with trust, teamwork, and accountability.

Sprinklr is the definitive, AI-native platform for Unified Customer
By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions.
experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center , RingCentral, or similar platforms.
Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer , SBC).
Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark).
Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms. Development
experience with Groovy, JavaScript, and/or scripting for integrations is a plus.
Ability to manage multiple complex projects in a fast-paced, dynamic environment.
Business proficiency in English is mandatory.