Contact Center Engagement Lead

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🕒 March 20

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SPAR Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

🏢 Enterprise

🤖 Artificial Intelligence

B2B • Enterprise • Artificial Intelligence

SPAR Solutions is a technology consulting and systems-integration firm that helps organizations improve customer and employee experiences through Salesforce implementations, Verint contact-center solutions, cloud development, and data science/AI services. With over 20 years of experience, SPAR provides strategy, implementation, integrations, and managed services—covering Salesforce products (Sales, Service, CPQ, Field Service), Verint workforce optimization and knowledge management, cloud migration and modernization, and AI/ML solutions—to drive operational efficiency and digital transformation for enterprise clients.

📋 Description

• Drive the success of complex Salesforce and Vonage Contact Center implementations. • Act as the key liaison between business stakeholders, Salesforce/Vonage solution teams, and delivery partners. • Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects. • Serve as the primary client contact for contact center transformation initiatives. • Build trusted relationships with stakeholders across operations, IT, and executive teams. • Facilitate roadmap, MVP, and release planning focused on customer experience improvement. • Anticipate and manage project risks, scope changes, and dependencies across integrations. • Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures. • Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features. • Guide decision-making on integration with Intelligent Workspace. • Ensure technical documentation, testing, and training are delivered to high standards. • Drive solution adoption and measurable performance outcomes post go-live. • Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams. • Mentor delivery team members in SCV and Intelligent Workspace best practices. • Promote internal knowledge sharing and standardization across contact center engagements.

🎯 Requirements

• 10+ Years • Graduate - B.Tech/B.E. - Computers, Electronics/Telecommunication; PG - M.Sc. – Computers, M.Tech - Any Specialization, MCA - Computers • 5+ years of experience leading Salesforce contact center or CRM transformation engagements. • Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions. • Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration. • Experience collaborating with cross-functional technical and business stakeholders. • Familiarity with agile methodologies and iterative delivery. • Salesforce Administrator and Service Cloud Consultant certifications required. • Excellent communication, facilitation, and presentation skills. • Strong analytical and problem-solving capabilities. • Ability to manage concurrent workstreams in a fast-paced consulting environment.

🏖️ Benefits

• Compensation (match or exceed industry benchmarks) is driven by merit and performance; there is no limit to professional growth.