▷ High Salary: Contact Center Engagement Lead

Job Description Role: Contact Center Engagement Lead Experience: 10+ Years Education: Graduate - B.Tech/B.E. - Computers, Electronics/Telecommunication; PG - M.Sc. Computers, M.Tech - Any Specialization, MCA - Computers Location: Pune. Role Summary: We are seeking a Contact Center Engagement Lead to drive the success of complex Salesforce and Vonage Contact Center implementations. This role blends strategic client leadership, technical understanding of SCV and Intelligent Workspace, and a consultative approach to ensure high-quality delivery and client satisfaction. You will act as the key liaison between business stakeholders, Salesforce/Vonage solution teams, and delivery partnersensuring alignment across architecture, integration, and customer experience outcomes. The ideal candidate has a strong background in Salesforce contact center technologies, understands telephony and CRM integrations, and can guide both clients and internal teams toward successful and scalable contact center solutions. Key Responsibilities: Client & Engagement Leadership - Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects. - Serve as the primary client contact for contact center transformation initiatives. - Build trusted relationships with stakeholders across operations, IT, and executive teams. - Facilitate roadmap, MVP, and release planning focused on customer experience improvement. - Anticipate and manage project risks, scope changes, and dependencies across integrations. - Ensure engagements are delivered on time, within budget, and aligned with client expectations. Solution Strategy & Delivery Oversight - Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures. - Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features. - Guide decision-making on integration with Intelligent Workspace, ensuring agents have unified access to context and tools. - Ensure technical documentation, testing, and training are delivered to high standards. - Drive solution adoption and measurable performance outcomes post go-live. Team Collaboration & Mentorship - Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams. - Mentor delivery team members in SCV and Intelligent Workspace best practices. - Promote internal knowledge sharing and standardization across contact center engagements. Sales & Account Growth - Support pre-sales discussions by shaping SCV and Vonage solution strategies. - Assist in estimating level of effort and defining Statements of Work (SOWs). - Identify and nurture opportunities for expansion within existing accounts. Required: - 5+ years of experience leading Salesforce contact center or CRM transformation engagements. - Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions. - Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration. - Experience collaborating with cross-functional technical and business stakeholders. - Familiarity with agile methodologies and iterative delivery. - Salesforce Administrator and Service Cloud Consultant certifications required. - Excellent communication, facilitation, and presentation skills. - Strong analytical and problem-solving capabilities. - Ability to manage concurrent workstreams in a fast-paced consulting environment. Desirable: - Additional Salesforce certifications (e.g., Business Analyst, Advanced Admin, Voice Accreditation) preferred. - Experience with telephony integrations (e.g., Vonage, Amazon Connect, or Genesys Cloud). - Knowledge of AI-driven service enhancements such as transcription, sentiment analysis, or real-time insights. Company Profile: SPAR Solutions (based out of Atlanta, USA and Pune, India) is an employee-friendly place full of confident, result-oriented people with high energy levels and uncompromising work ethics. Compensation (match or exceed industry benchmarks) is driven by merit and performance; there is no limit to professional growth. If you believe that values like a consultative, detail-oriented, quick learner, team player, high performance, creativity and fun are your calling, you would be a great fit on our team. Contact Details: Talent Acquisition Team HR Department / SPAR Solutions Address: SPAR Solutions India Pvt. Ltd. Pune IT Park, B-503, Bhau Patil Marg, 34 Aundh Road, Bopodi, Pune, Maharashtra, India. Pin Code: 411020. Website: sparsolutions.com LinkedIn: https://www.linkedin.com/company/spar-solutions-llc Twitter: https://twitter.com/sparsolutions Facebook: https://www.facebook.com/SPARsolutions