Sr. Implementation Consultant - CCAAS (AMER shift)

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.

Key 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.

Qualifications

• 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.

We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. 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.

• 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 need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. 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. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-Sprinklr, visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. 

Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

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