CCaaS Implementation Consultant

This is a fully remote position, open to applicants in Portugal.

📋 Description

• You will assume the role of operational and strategic leader for the Sprinklr platform, encompassing all modules — Service/CCaaS, Social, Marketing, Insights/Voice of Customer, and AI+ Studio — for both Sunrise's primary and flanker brands.

• Your responsibilities will include platform configuration and maintenance, roadmap development, stakeholder engagement, UAT oversight, training, and performance analysis.

• You will collaborate in a cross-functional setting with various business units, IT departments, testing teams, and external partners of Sprinklr, executing intricate multi-brand projects in a dynamic telecommunications environment.

⛳️ Requirements

• 2–5 years of experience in managing, configuring, and enhancing CCaaS or contact center platforms in a professional setting.

• Practical experience with Sprinklr or a similar CCaaS solution such as Genesys, NICE CXone, or equivalent — this is a mandatory requirement.

• Hands-on experience in configuring CCaaS modules such as routing, automation rules, bots, queues, workspaces, and permissions.

• Extensive experience in managing IT projects, including test management (UAT) and requirements oversight.

• Experience collaborating with external platform vendors and managing intricate, cross-functional projects.

• Ability to take comprehensive ownership of the platform — from configuration and stability to roadmap prioritization and strategic development.

• Experience in shaping or advancing chatbot, voicebot, or AI-driven contact center functionalities.

• Strong stakeholder management capabilities — adept at engaging with business units, IT teams, and stakeholders up to the executive level.

• A solid analytical and solution-oriented mindset, with the ability to convert platform data into actionable improvement strategies.

• Independent and structured working approach, demonstrating resilience in complex, time-sensitive situations.

• A degree in Business, Computer Science, or a related field — or equivalent professional experience.

• Proficient in English — essential for daily collaboration in an international context.

🏝️ Benefits

• Competitive salary and performance-related incentives.

• Opportunities for professional development and career progression.

• Flexible working arrangements to promote work-life balance.

• Access to a comprehensive benefits package, including health and wellness programs.