Lead Implementation Consultant

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Oversee new customer implementations and deliver strategic consulting and optimization services after go-live for Sprinklr CCaaS solutions.

• Collaborate with customers throughout the stages of discovery, solution design, implementation, adoption, expansion, and continuous optimization.

• Engage with Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success Managers, and Managed Services teams.

• Direct the processes of discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization.

• Create, configure, and sustain voice, digital channel, chatbot, conversational AI, routing, automation, and customer journey solutions.

• Serve as a trusted advisor, offering implementation expertise and guidance on managed services.

• Convert customer business processes and requirements into scalable solutions on the Sprinklr platform.

• Identify opportunities for optimization and propose enhancements that align with business objectives.

• Collaborate with Project Managers on various engagements to ensure timely delivery, stakeholder alignment, and adherence to project milestones.

• Diagnose complex business and technical cases in partnership with Product and Engineering teams.

• Deliver customer enablement, training, and best practices for operational success.

• Assist with change requests, platform enhancements, and strategic growth initiatives for existing clients.

• Transition implementations into ongoing managed services engagements and document architecture, requirements, and recommendations.

• Support Services Managers with solution scoping, effort estimation, and proposal creation.

• Travel to customer sites as required.

⛳️ Requirements

• Proficient in English, both written and spoken.

• Minimum of 5 years of experience in enterprise CCaaS implementation, managed services, technology consulting, or professional services delivery.

• Extensive experience in implementing and supporting cloud contact center technologies.

• Comprehensive understanding of contact center operations, voice technologies, omnichannel customer service, IVR, routing, workforce optimization, automation, and conversational AI.

• Practical experience in configuring and managing CCaaS platforms such as Sprinklr, Genesys, Amazon Connect, Talkdesk, Cisco Webex Contact Center, Five9, Twilio Flex, RingCentral, Avaya, or similar technologies.

• Strong technical configuration and systems administration skills, capable of troubleshooting intricate customer requirements.

• Experience in implementing AI-driven customer support solutions, chatbots, virtual agents, and voice automation features.

• Proven capacity to comprehend customer business challenges and translate requirements into scalable platform solutions.

• Background in facilitating customer workshops, gathering requirements, training sessions, and delivering executive-level presentations.

• Excellent consulting, stakeholder management, and customer-facing communication abilities.

• Ability to juggle multiple projects and customer engagements concurrently.

• Experience supporting both implementation and post-go-live managed services projects.

• Familiarity with cloud architecture, VoIP, SIP, telephony, APIs, and integrations.

• Experience with the Sprinklr platform or a competing CCaaS/CXM platform.

• Knowledge in deploying AI, chatbot, workforce management, or customer journey orchestration solutions.

• Exposure to Care, Research, Sales, Marketing, Advertising, or broader CXM SaaS platforms.

• Relevant contact center and cloud certifications are advantageous.

🏝️ Benefits

• Discretionary bonus plan.

• Commission plan.

• Equity plan.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.

• Holidays.

• Generous caregiver and parental leave policies.

• Life and disability insurance.

• Medical, dental, vision, and prescription drug coverage.

• Optional healthcare coverage for employees and their families where applicable.

• Open Mentoring Program.

• Reasonable accommodations during the interview process.