Lead Project Manager

Meet our Professional Services Team! 

Successful value-driven Sprinklr implementations start with us. We’re looking for Project Managers with experience in CCaaS and  unified customer experience management (CXM) platforms to help provide premium services to our global customer base. As a member of our team, you’ll support customers through the initial stages of their Sprinklr journey and work with a team of passionate internal consultants, solutions designers, analytics experts, and sales and service delivery leaders to make it happen. 

What You'll Do 

Sprinklr is looking for a Project Management Lead with expertise in CXM and CCaaS operations to manage enterprise-level projects for Sprinklr’s largest customers. In this role, you will be responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals. 

You should have a strong understanding of technology such as CCaaS, Contact Center, Telephony, Voice, CPaaS, CRM systems, Social Media Service Clouds, Public Cloud Platforms, and CDP’s. 

Responsibilities: 

• Own and manage end-to-end project management of Sprinklr CXM platform implementation, including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans. 

• Work in tandem with providers like Twilio, Genesys, and other CCaaS platforms 

• Directly engage with prospects and customers around the full functionality of the Sprinklr platform and integrations with customer systems. 

• Ensure customer business requirements and KPIs are implemented according to defined scope, requirements, and best practices, delivering value at every touchpoint. 

• Partner with Sprinklr’s cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage. 

• Drive meaningful relationships with key customer and internal stakeholders, including executives. 

• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams. 

• Report and forecast each project accurately to all external and internal stakeholders. 

• Manage project/program risks, issues, and change requests effectively. 

• Lead a team focused on quality and excellence in project delivery. 

• Provide weekly project status and burn reports to relevant stakeholders. 

• Maintain awareness of the CXM and CCaaS industries to provide subject matter expertise internally and for Sprinklr customers. 

Experience: 

• 8-10 years of experience in enterprise project delivery/deployment, Contact Centers, CXM, or similar industries. 

• Functional understanding of IVR, AI, Voice/Chat Bots, and business APIs. 

• Deep hands-on experience with contact center channels (inbound, outbound, workforce management, digital channels). 

• Strong Project Management experience with certifications in PMP and Scrum preferred. 

• Strong stakeholder management, including at the executive level. 

• Ability to lead large teams, mediate, and manage stakeholders without direct supervision. 

• Strong verbal and written communication skills. 

Preferred Experience: 

• Contact center operations. 

• Technical configuration experience with CCaaS or similar SaaS solutions.