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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer implementations and providing strategic consulting for CCaaS solutions, with a strong focus on optimizing customer journeys and managing complex technical requirements. Proficient in translating business needs into scalable solutions while ensuring effective stakeholder communication and project management.
Highest-signal resume keywords
CCaaS ImplementationCloud Contact Center TechnologiesConversational AIStakeholder ManagementTechnical Configuration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Voice TechnologiesOmnichannel Customer ServiceIVRRoutingWorkforce OptimizationAutomationChatbot ConfigurationVirtual Agent ImplementationAPIsIntegrations
Soft Skills
Customer-Facing CommunicationConsultingProject ManagementTraining FacilitationExecutive-Level Presentations
Tools & Technologies
SprinklrGenesysAmazon ConnectTalkdeskCisco Webex Contact CenterFive9Twilio FlexRingCentralAvaya
Certifications & Qualifications
Contact Center CertificationsCloud Certifications
Industry Keywords
Customer Experience ManagementCXM SaaS PlatformsManaged ServicesTechnology ConsultingProfessional Services Delivery
Tech Stack
Tools & technologiesCloudVoIP
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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