Implementation Consultant Lead – Voice and Telephony

Implementation Consultant Lead – Voice and Telephony

Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.Learn

more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
As the Implementation Consultant, 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.
Key Responsibilities: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.
Qualifications:
Required
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 and hands-on experience troubleshooting SIP, RTP, WebRTC, Session Border Controllers (SBCs).Hands-on experience with Network Topologies, Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS (latency, jitter, packet loss mitigation), VPNs, IPSec, Firewalls, and NAT traversal for VoIP.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.
Strongly Preferred

Experience with major CCaaS and CPaaS platforms (e.g., Sprinklr, Twilio, Five9, Genesys, NICE CXone, Talkdesk, or similar).Familiarity with programmable voice APIs, call analytics, and cloud-native infrastructure (AWS, Azure, GCP).Relevant certifications (SIP School, AWS, PMP, CCNA/ Collaboration, etc.).Why You’ll Love Sprinklr:

We’re committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to to browse our…