Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world's most valuable enterprises - global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
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Successful value-driven Sprinklr implementations start with us. We're looking for experienced CCaaS program 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 Management Lead 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 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.
- Project Management Lead will work in tandem with providers like Twilio, Genesys and other CCaaS platforms.
- The Project Management Lead 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 customers 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:
- Spanish (fluent) & English (conversational)
- 5-10 years' Experience in CCaaS delivery/deployment, Contact Centers, or similar industry
- Experience in global (multi-geo/multi-cultural) rollouts
- Strong Project Management experience with certifications in PMP and Scrum strongly preferred
- Strong stakeholder management experience including at the executive level
- Experience managing various deployment types (centralized, decentralized, hub-and-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
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 https://sprinklrbenefits.com/ 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. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.