Sr. Implementation Consultant - CCAAS (AMER shift)

India Haryana Gurgaon, 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.
This role blends deep technical proficiency with business acumen and leadership, guiding cross-functional teams, mentoring peers, and acting as a senior escalation and consulting partner to enterprise clients. Key
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 Korean and English is mandatory.
Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights.
Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM.

Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve.
We offer you and your family voluntary healthcare coverage in countries where applicable.
We believe it is important to take time off – it is essential for your mental and physical wellbeing.
We provide Sprinklrites with paid time off to recharge and spend time with loved ones.

Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
Job Description Shift Timing: 6 PM IST to 3 AM IST The Senior CCaaS Implementation Consultant leads strategic implementation initiatives, ensuring Sprinklr customers receive exceptional onboarding, configuration, and long-term platform value.
Responsibilities Lead end-to-end implementation of Sprinklr's CCaaS solutions for complex enterprise clients across diverse industries, ensuring scalability, performance, and long-term value.
Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that preempt issues and maximize client ROI.
Strong leadership, mentoring, and client-facing communication skills.
What Success Looks Like You’re a strategic advisor to clients and internal teams, driving measurable impact and platform maturity.
You create repeatable frameworks and tools that improve team efficiency and customer outcomes.
You proactively elevate the implementation practice by sharing knowledge, defining standards, and fostering innovation.
You maintain a customer-first mindset, consistently exceeding expectations in high-pressure environments.
We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers.