Senior Implementation Consultant, CCaaS

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description We are hiring a Implementation Consultant to lead enterprise implementations of Sprinklr’s CCaaS solutions in Japan. This role combines deep technical expertise with strong consulting and client leadership. You will own complex delivery programmes, act as a trusted advisor, and drive successful platform adoption. What You’ll Do Lead end-to-end implementation of CCaaS solutions for enterprise clients Define implementation strategy and solution architecture aligned to client goals Own client engagements as the senior point of contact Drive platform adoption, customer satisfaction, and long-term value Identify risks, technical challenges, and optimisation opportunities early Run discovery workshops, requirement gathering, and roadmap planning Conduct platform health checks and recommend improvements Align stakeholders across product, engineering, and customer success Mentor junior consultants and uplift delivery standards Build trusted relationships with senior client stakeholders What Success Looks Like Acts as a strategic advisor to clients, not just delivery lead Drives measurable business outcomes and strong adoption Improves delivery standards and implementation quality Builds long-term enterprise relationships Qualifications 5+ years delivering contact centre or CCaaS implementations Experience with platforms such as Genesys, Amazon Connect, Cisco Webex, RingCentral or similar Strong understanding of voice technologies (VoIP, SIP, RTP, WebRTC) Experience in solution architecture, integrations, and API design Proven track record delivering complex enterprise projects Strong client-facing communication and stakeholder management skills Ability to manage multiple projects in a fast-paced environment Preferred Experience with CRM integrations (e.g. Salesforce) Scripting or development experience (e.g. JavaScript) Experience working across global or multi-region teams Location & Language Based in Tokyo, Japan Japanese language capability strongly preferred Business-level English required Why Join Us Work with leading enterprise clients in Japan Deliver large-scale transformation programmes Partner closely with global product and engineering teams Shape and build the CCaaS implementation practice in Japan We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We 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 complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.