Senior Project Manager

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 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 and Arabic (Mandatory) ● 5 + 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 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.