Lead Implementation Consultant

🕒 Outubro 12

🌵 Arizona, Colorado, +8 estados a mais – Remoto

🌵 Arizona – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🌲 Oregon – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🦬 Wyoming – Remote

💵 $100.000 - $166.000 / ano

⏰ Tempo Integral

🟠 Sênior

🛠️ Especialista em Implementação

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Sprinklr

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2010

💼 Consultoria

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

A Sprinklr é uma provedora líder de software empresarial para gestão da experiência do cliente. Oferece uma plataforma unificada que integra diversos canais digitais e sociais para otimizar o engajamento do cliente e as iniciativas de marketing. Os principais produtos incluem Sprinklr Service, Sprinklr Social, Sprinklr Insights e Sprinklr Marketing, com foco em aprimorar o atendimento ao cliente, as interações em redes sociais e as campanhas de marketing. A plataforma utiliza tecnologia de IA para fornecer insights em tempo real, agilizar fluxos de trabalho e aumentar a produtividade. Confiada por algumas das marcas mais valiosas do mundo, a Sprinklr busca oferecer experiências do cliente consistentes e excepcionais em todos os pontos de contato.

Descrição

• Lead new customer implementations and provide strategic post-go-live consulting and optimization services for Sprinklr CCaaS solutions • Partner with customers throughout discovery, solution design, implementation, adoption, expansion, and ongoing optimization • Work with Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success Managers, and Managed Services teams • Lead discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization • Design, configure, and maintain voice, digital channel, chatbot, conversational AI, routing, automation, and customer journey solutions • Act as a trusted advisor, providing implementation expertise and managed services guidance • Translate customer business processes and requirements into scalable Sprinklr platform solutions • Identify optimization opportunities and recommend enhancements aligned to business objectives • Partner with Project Managers across engagements to ensure delivery, stakeholder alignment, and project milestones • Troubleshoot complex business and technical use cases with Product and Engineering teams • Provide customer enablement, training, and operational best practices • Support change requests, platform enhancements, and strategic growth initiatives for existing customers • Transition implementations into ongoing managed services engagements and document architecture, requirements, and recommendations • Assist Services Managers with solution scoping, effort estimation, and proposal development • Travel on-site with customers as needed

🎯 Requisitos

• Fluent in English, written and verbal • 5+ years of experience in enterprise CCaaS implementation, managed services, technology consulting, or professional services delivery • Strong experience implementing and supporting cloud contact center technologies • Deep understanding of contact center operations, voice technologies, omnichannel customer service, IVR, routing, workforce optimization, automation, and conversational AI • Hands-on experience 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 experience with the ability to troubleshoot complex customer requirements • Experience implementing AI-powered customer support solutions, chatbots, virtual agents, and voice automation capabilities • Proven ability to understand customer business challenges and translate requirements into scalable platform solutions • Experience facilitating customer workshops, requirements gathering sessions, training, and executive-level presentations • Strong consulting, stakeholder management, and customer-facing communication skills • Ability to manage multiple projects and customer engagements simultaneously • Experience supporting both implementation and post-go-live managed services engagements • Experience with cloud architecture, VoIP, SIP, telephony, APIs, and integrations • Sprinklr platform experience or experience with a competing CCaaS/CXM platform • Experience implementing AI, chatbot, workforce management, or customer journey orchestration solutions • Experience with Care, Research, Sales, Marketing, Advertising, or broader CXM SaaS platforms • Relevant contact center and cloud certifications are nice to have

🏖️ Benefícios

• Discretionary bonus plan • Commission plan • Equity plan • 401k plan with 100% vested company contributions • Flexible paid time off • Holidays • Generous caregiver and parental leaves • Life and disability insurance • Medical, dental, vision, and prescription drug coverage • Voluntary healthcare coverage for employees and families where applicable • Open Mentoring Program • Reasonable accommodations during the interview process