Implementation Consultant Lead - Voice & Telephony(m/w/x)

Description

In this role, you will lead the delivery of enterprise voice solutions, collaborating with various teams to ensure seamless execution. The focus will be on optimizing processes and enhancing customer experiences throughout the implementation lifecycle.

Requirements

• •Fluent in German and English (C1/C2 level)
• •5+ years of experience in telecommunications, cloud communications, or contact center technology
• •Proven experience delivering enterprise-grade CCaaS/CPaaS or voice infrastructure solutions globally
• •Deep understanding of troubleshooting SIP, RTP, WebRTC, Session Border Controllers (SBCs)
• •Hands-on experience with Network Topologies, Networking fundamentals, QoS, VPNs, IPSec, Firewalls, and NAT traversal for VoIP
• •Strong background in leading customer-facing technical teams
• •Strong communication skills with senior-level stakeholders and enterprise clients
• •Occasional travel to customer sites may be required
• •Experience with major CCaaS and CPaaS platforms (e.g., Sprinklr, Twilio, Five9, Genesys, NICE CXone, Talkdesk, or similar)
• •Familiarity with programmable voice APIs, call analytics, and cloud-native infrastructure (AWS, Azure, GCP)
• •Relevant certifications (SIP School, AWS, PMP, CCNA/ Collaboration, etc.)

Tasks

• •Lead voice implementation and solution delivery strategy
• •Collaborate with Product, Sales, Engineering, and Customer Success teams
• •Oversee design and delivery of complex voice solutions
• •Guide teams on telephony best practices as a Sprinklr Voice SME
• •Drive consistent and repeatable implementation methodologies
• •Partner with enterprise customers to define success criteria
• •Manage executive expectations and resolve escalations
• •Champion a customer-first culture throughout the implementation lifecycle
• •Standardize documentation and project plans across the team
• •Own operational metrics and drive continuous improvements

Tools & Technologies

Benefits