Sr. Implementation Manager

Responsibilities

• Manage and mentor a team of implementation consultants to ensure high performance and professional growth.
• Oversee multiple concurrent enterprise software implementation projects, ensuring delivery on time, within scope, and to quality standards.
• Serve as the primary client contact during the implementation phase to build strong relationships and ensure satisfaction.
• Define and maintain regional implementation strategies and develop best practices, methodologies, and tools.
• Collaborate with sales, product, and customer success teams to ensure seamless transitions.
• Identify potential project risks and develop effective mitigation strategies.
• Track and report on key performance indicators (KPIs) related to team and project performance.

Requirements

• 8+ years of experience in enterprise software implementation.
• 5+ years of experience with Contact Center applications (e.g., Genesys Engage, Amazon Connect, Cisco Webex, or RingCentral).
• Proven track record leading complex implementation projects in CCaaS, UCaaS, or CPaaS environments.
• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• Excellent written and verbal communication skills with strong presentation abilities.
• Ability to manage multiple complex projects in a fast-paced, dynamic environment.
• Business proficiency in English.

Preferred Qualifications

• Knowledge of voice protocols (TCP/IP, VOIP, SIP, RTP, WebRTC) and contact center infrastructure (ACD, IVR, CTI, Dialer, SBC).
• Experience with Groovy, JavaScript, or other scripting languages for integrations.
• Technical background with a deep understanding of software development life cycles (SDLC).
• Relevant certifications in project management or software implementation.

Benefits

• Comprehensive healthcare coverage options.
• Paid time off to support mental and physical well-being.
• Access to an open Mentoring Program to support professional growth.

About the Company

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM). We empower brands to deliver extraordinary experiences at scale across every customer touchpoint by combining human instinct with the speed and efficiency of AI.