Meet our Professional Services Team!

Successful value-driven Sprinklr implementations start with us. We’re looking for experienced CCaaS project managers 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, as well as sales and service delivery leaders to make it happen.

What You'll Do

Sprinklr is looking for a Project Manager with expertise in CCaaS (Contact Center as a Service) operations to manage enterprise-level projects for Sprinklr’s largest customers. In this role, you will be both responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals.

Responsibilities:

• Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• The Project Manager ensures that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
• 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, as well as executives, ensuring all parties are providing requisite participation and accountability.
• Maintain deep Sprinklr platform knowledge to develop realistic and meaningful project plans and workstreams.
• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
• Ensure that all project/program risks, issues and change requests are managed and communicated effectively.
• Lead a team striving for quality and excellence in all aspects of project delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.

Experience:

• Fluent in English (Mandatory)
• 8-10 years Experience in CCaaS delivery/deployment, Contact Centers, or similar industry
• Experience in global (multi-geo/multi-cultural) rollouts
• Strong Project Management experience coupled with certifications such as PMP, Prince2 Agile, ACP strongly preferred
• Strong stakeholder management experience including at the executive level
• Experience managing various deployment types (centralized, decentralized, huband-spoke)
• Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings
• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills
• Strong knowledge of software development life cycles
• Strong verbal and written communication skills

Preferred Experience:

• Contact center operations
• Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience
• Technical configuration experience with CCaaS or similar SaaS solutions