📍 Location: San Jose, CA or Dallas, TX (Onsite, possibly Hybrid)
📅 Duration: Long-term Contract
📌 Visa: H4, Green Card, or US Citizens only
🧾 Job Overview:
A Principal Program Manager with deep expertise in CCaaS (Contact Center as a Service) to lead complex, global enterprise implementations. You’ll manage end-to-end project delivery, partner with leading providers like Twilio and Genesys, and ensure seamless integration with customer systems while driving key business outcomes.
✅ Key Responsibilities:
Lead full lifecycle CCaaS program delivery, including scope, risks, change management, and stakeholder alignment
Collaborate with top CCaaS providers (Twilio, Genesys, etc.) and customer teams to ensure successful deployment
Oversee global, multi-market implementations of Sprinklr’s CCaaS Omnichannel and Automation platform Work closely with customers to align technical solutions with business KPIs Develop and maintain detailed project plans, risk registers, and burn reports Manage stakeholder communication, including executives, across internal and external teams Act as a subject matter expert (SME) on CCaaS, telephony, CPaaS, CRM, and automation technologies
Provide weekly project updates and maintain transparency across delivery phases
Travel up to 10%
🎯 Required Experience & Skills:
8–10 years in CCaaS delivery or contact center program management
Fluent in English and Spanish (Mandatory)
Hands-on experience with cloud and on-prem Contact Center technologies (e.g., Genesys, Twilio, Cisco, Avaya, Amazon Connect, Talkdesk, Mitel, Ameyo, etc.)
Strong understanding of telephony, IVR, AI, chatbots, CPaaS, omnichannel, and WFM systems
Demonstrated success leading global, cross-functional rollouts Functional experience with CRMs, Service Clouds, CDPs Strong communication, risk management, and stakeholder alignment skills Familiarity with program methodologies – PMP and Scrum certifications preferred
Capable of managing centralized, decentralized, and hybrid deployment models.
