Implementation Consultant Lead - CCaaS

Description

As the Implementation Consultant Lead,you will be responsible for the delivery of enterprise voice solutions across our CCaaS and CPaaS platforms in a hyper growth environment. You will own the execution, and continuous improvement of all customer voice implementations, from onboarding through go-live, ensuring technical excellence, operational efficiency, and an outstanding customer experience. You will act as the Sprinklr Voice SME across deployments, while building scalable processes to support growth and drive customer value.

Leadership & Strategy

Lead the voice implementation and solution delivery strategy across enterprise CCaaS and CPaaS customers.

Collaborate with Product, Sales, Engineering, and Customer Success to ensure seamless execution from pre-sales to post-implementation.

Solution Design & Technical Oversight

Oversee the design and delivery of complex voice solutions, including SIP Trunking, PSTN connectivity, call routing architecture, and global number management.

Serve as a Sprinklr Voice SME, guiding teams on best practices in telephony, IVR, QoS, failover, and multi-region deployments.

Customer Delivery Excellence

Drive consistent, scalable, and repeatable implementation methodologies to ensure on-time, on-budget delivery.

Partner with key enterprise customers to define success criteria, manage executive expectations, and resolve escalations.

Champion a customer-first culture throughout the implementation lifecycle, ensuring high NPS and long-term retention.

Process Optimization & Tooling

Standardize documentation, project plans, QA checklists, and go-live processes across the implementation team.

Own operational metrics (e.g., time-to-implement, voice quality incidents, go-live success rate) and help drive continuous improvements.

Fluent in English language. German is a plus.

5+years of experience in telecommunications, cloud communications, or contact center technology.

Proven experience delivering enterprise-grade CCaaS / CPaaS or voice infrastructure solutions globally.

Deep understanding of Contact Center operations with hands-on experience in troubleshooting Voice IVR, WebRTC, and call quality issues.

Strong background in leading customer-facing technical teams (product, implementations, professional services, or technical consulting).

Strong communication skills with ability to engage directly with senior-level stakeholders and enterprise clients.

Travel to customer sites may be required occasionally.

We focus on our mission :
Sprinklr was founded in 2009 to solve a big problem : growing enterprise complexity that separated brands from their customers. Our vision was clear : to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites :
Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things :

Lead a new category of enterprise software that we call Unified-CXM.

Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product :
Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people :
We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where…