Lead Implementation Consultant

🔥 12 hours ago

🌵 Arizona, Colorado, +8 more states – Remote

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

💵 $100k - $166k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Sprinklr

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Sprinklr is a leading provider of enterprise software for customer experience management. It offers a unified platform that integrates various digital and social channels to optimize customer engagement and marketing efforts. Key products include Sprinklr Service, Sprinklr Social, Sprinklr Insights, and Sprinklr Marketing, focusing on enhancing customer service, social media interactions, and marketing campaigns. The platform leverages AI technology to provide real-time insights, streamline workflows, and improve productivity. Trusted by some of the world's most valuable brands, Sprinklr aims to deliver consistent and exceptional customer experiences across all touchpoints.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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