Implementation Manager, CCAAS

Description Manage and mentor a team of implementation consultants, fostering professional growth and ensuring high performance Oversee multiple concurrent implementation projects, ensuring they are delivered on time, within scope, and meet quality standards. Serve as the primary point of contact for clients during the implementation phase, building strong relationships and ensuring client satisfaction. Define and maintain regional implementation strategies in collaboration with other regional leaders Develop and implement best practices, methodologies, and tools to enhance the efficiency and effectiveness of the implementation process. Work closely with sales, product, and customer success teams to ensure seamless transitions and alignments. Identify potential risks in the implementation process and develop mitigation strategies. Track and report on key performance indicators (KPIs) related to implementation projects and team performance. Qualification: 8+ years of experience in enterprise software deployment management and/or implementation. 5+ years of experience in deploying Voice and Non-Voice Contact Center applications such as Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, or similar platforms. Proven track record in leading complex implementation projects, preferably in CCaaS, UCaaS, or CPaaS environments. Deep understanding of voice technologies, protocols (TCP/IP, VOIP, SIP, RTP, WebRTC), and contact center infrastructure (ACD, IVR, CTI, Dialer, SBC). Proficiency in platform configuration, system architecture, API integrations, and VoIP troubleshooting tools (e.g., Wireshark). Experience integrating with CRMs like Salesforce Service Cloud and other customer engagement platforms. Development experience with Groovy, JavaScript, and/or scripting for integrations is a plus. Strong technical background with a deep understanding of software development life cycles, web technologies, and web development processes. Excellent written and verbal communication skills; highly competent and confident presenter. Strong leadership, mentoring, and client-facing communication skills. Ability to manage multiple complex projects in a fast-paced, dynamic environment. Business proficiencyin English is mandatory. Bachelor’s degree in Computer Science, Engineering, Business, or a related field; advanced degree preferred. A bachelor’s or master’s degree in engineering/design or a related field. Relevant certifications in project management or software implementation are advantageous. 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 country-specific benefits guides.We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.  We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. 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