As the Implementation Consultant, you will be responsible for the delivery of enterprise voice solutions across our CCaaS and CPaaS platforms in a hyper growth environment. You will own the execution, and continuous improvement of all customer voice implementations, from onboarding through go-live, ensuring technical excellence, operational efficiency, and an outstanding customer experience. You will act as the Sprinklr Voice SME across deployments, while building scalable processes to support growth and drive customer value. 

Key Responsibilities: 

 Leadership & Strategy 

• Lead the voice implementation and solution delivery strategy across enterprise CCaaS and CPaaS customers. 

• Collaborate with Product, Sales, Engineering, and Customer Success to ensure seamless execution from pre-sales to post-implementation. 

Solution Design & Technical Oversight 

• Oversee the design and delivery of complex voice solutions, including SIP Trunking, PSTN connectivity, call routing architecture, and global number management. 

• Serve as a Sprinklr Voice SME, guiding teams on best practices in telephony, IVR, QoS, failover, and multi-region deployments. 

Customer Delivery Excellence 

• Drive consistent, scalable, and repeatable implementation methodologies to ensure on-time, on-budget delivery. 

• Partner with key enterprise customers to define success criteria, manage executive expectations, and resolve escalations. 

• Champion a customer-first culture throughout the implementation lifecycle, ensuring high NPS and long-term retention. 

Process Optimization & Tooling 

• Standardize documentation, project plans, QA checklists, and go-live processes across the implementation team. 

• Own operational metrics (e.g., time-to-implement, voice quality incidents, go-live success rate) and help drive continuous improvements. 

 Qualifications: 

Required

• 5+ years of experience in telecommunications, cloud communications, or contact center technology. 

• Proven experience delivering enterprise-grade CCaaS/CPaaS or voice infrastructure solutions globally. 

• Deep understanding of and hands-on experience troubleshooting SIP, RTP, WebRTC, Session Border Controllers (SBCs). 

• Hands-on experience with Network Topologies, Networking fundamentals (UDP/TCP/IP, DNS, MPLS), QoS (latency, jitter, packet loss mitigation), VPNs, IPSec, Firewalls, and NAT traversal for VoIP.  

• Strong background in leading customer-facing technical teams (product, implementations, professional services, or technical consulting). 

• Strong communication skills with ability to engage directly with senior-level stakeholders and enterprise clients. 

• Travel to customer sites may be required occasionally. 

Strongly Preferred

• Experience with major CCaaS and CPaaS platforms (e.g., Sprinklr, Twilio, Five9, Genesys, NICE CXone, Talkdesk, or similar). 

• Familiarity with programmable voice APIs, call analytics, and cloud-native infrastructure (AWS, Azure, GCP). 

• Relevant certifications (SIP School, AWS, PMP, CCNA/ Collaboration, etc.).