Sr. Implementation Consultant - CCAAS (AMER shift)

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.
• 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.
• Proactively identify potential risks, technical challenges, and optimization opportunities, implementing solutions that preempt issues and maximize client ROI.
• 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.

Requirements

• 5+ years of experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center , RingCentral, or similar platforms.
• Proven track record in leading complex implementation projects, preferably in CCaaS , UCaaS , or CPaaS environments.
• 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.
• Strong leadership, mentoring, and client-facing communication skills.
• Ability to manage multiple complex projects in a fast-paced, dynamic environment.
• Business proficiency in Korean and English is mandatory.
• 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.
• Lead a new category of enterprise software that we call Unified-CXM.
• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.
• Create a culture of customer obsession, with trust, teamwork, and accountability.
• We believe in our product : Customers who value exceptional customer experiences have what they n

Benefits

Additional Information

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale - across every customer touchpoint. 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. Sprinklr's unified platform provides powerful solutions for every customer-facing team - spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management - enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. 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. 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.

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