Principal Project Manager, Sprinklr

• You should have a strong understanding of technology such as CCaaS, Contact Center, Telephony, Voice, CPaaS, Cloud and On-Premise Contact Center Systems, CRM systems, Service Clouds, CDP’s, and contact center automation
• Fluent in English (Mandatory)
• 8-10 years of experience in CCaaS delivery/deployment, Contact Centers, 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

Desirable

• 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, and sales and service delivery leaders to make it happen
• 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
• This role requires working from the New York City office three days a week
• 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
• 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 CCaaS Omnichannel and Contact Center Intelligence and Automation 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 CCaaS industry to provide subject matter expertise internally and for Sprinklr customers