Implementation Consultant - Lead

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.

Job Description

About the Role

This role sits within Sprinklr's Professional Services organization and is a hybrid Implementation Consultant and Managed Services Consultant position focused on Sprinklr CCaaS solutions. The ideal candidate will be equally comfortable leading new customer implementations and providing strategic post-go-live consulting and optimization services.

You will partner with customers throughout their entire lifecycle, from discovery and solution design through implementation, adoption, expansion, and ongoing optimization. Success in this role requires a strong blend of business consulting, technical delivery, platform configuration, and customer engagement expertise.

The ideal candidate has hands-on experience implementing and supporting enterprise CCaaS platforms, including voice, digital channels, conversational AI, chatbots, IVR, routing, automation, and customer journey orchestration. You understand how to translate business requirements into scalable technical solutions and can advise customers on best practices to maximize business outcomes.

What You'll Do

• •Work as part of a cross-functional team consisting of Implementation Consultants, Technical Consultants, Project Managers, Product Engineers, Solutions Consultants, Customer Success Managers, and Managed Services teams to deploy and optimize the Sprinklr platform.
• •Lead the full lifecycle of customer engagements, including discovery, business analysis, solution design, configuration, testing, training, deployment, and post-go-live optimization.
• •Design, configure, and maintain CCaaS solutions including voice, digital channels, chatbots, conversational AI, routing strategies, automation workflows, and customer journey experiences.
• •Act as a trusted advisor to customers, providing both implementation expertise and ongoing managed services guidance to drive adoption and business value.
• •Translate customer business processes and requirements into scalable Sprinklr platform solutions.
• •Identify platform optimization opportunities and recommend enhancements aligned to business objectives.
• •Partner with Project Managers across multiple engagements to ensure successful delivery, stakeholder alignment, and achievement of project milestones.
• •Troubleshoot complex business and technical use cases in partnership with Product and Engineering teams.
• •Provide customer enablement, training, and operational best practices to drive long-term success.
• •Support change requests, platform enhancements, and strategic growth initiatives for existing customers post deployment.
• •Transition implementation projects into ongoing managed services engagements while documenting architecture, business requirements, and future recommendations.
• •Assist Services Managers with solution scoping, effort estimation, and proposal development for prospective customers.
• •Travel on-site with customers as needed.

Who You Are & What Makes You Qualified

Must Have

• •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.
• •Passion for solving complex business and technical challenges with a commitment to customer success.

Nice to Have

• •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.

Ideal Candidate Profile

The strongest candidate is someone who can seamlessly move between solution consulting, technical configuration, implementation delivery, and ongoing managed services support. They possess both the technical depth to build sophisticated CCaaS, voice, and chatbot solutions and the consulting skills to understand customer business objectives, drive adoption, and deliver measurable business outcomes.

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 applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites wi