Senior Project Manager

Role overview

Responsibilities

• Own end-to-end CCaaS implementation management, including stakeholders, scope, product enhancements, change control, and risk mitigation.
• Ensure customer business requirements and KPIs are implemented within scope and best practices, delivering value at each touchpoint.
• Partner with cross-functional teams and leaders to maintain project alignment and transparency.
• Engage customer and internal stakeholders, including executives, and secure participation and accountability.
• Use Sprinklr platform knowledge to plan realistic project workstreams.
• Report and forecast projects accurately; manage and communicate risks, issues, and change requests.
• Lead teams toward high-quality delivery and provide weekly status and burn reports.
• Track the CCaaS industry and provide subject-matter guidance to internal teams and customers.

Experience and qualifications

• Fluent in English and Arabic; both languages are mandatory.
• At least 5 years of experience in CCaaS delivery or deployment, contact centers, or a similar industry.
• Experience with global multi-geography or multicultural rollouts.
• Strong project management experience; PMP, PRINCE2 Agile, or ACP certifications are strongly preferred.
• Strong executive-level stakeholder management experience.
• Experience with centralized, decentralized, or hub-and-spoke deployments.
• Able to resolve issues, manage risk models, allocate resources, and run large cross-functional meetings.
• Able to lead and motivate large teams without direct supervision.
• Strong knowledge of software development life cycles and strong verbal and written communication.

Preferred experience

• Contact center operations experience is preferred.
• Contact center network, ACD/IVR, dialer, workforce management, software or solution operations, or technical experience is preferred.
• Technical configuration experience with CCaaS or similar SaaS solutions is preferred.

About Sprinklr

Benefits

• Benefits include voluntary healthcare coverage where applicable, paid time off, and an open mentoring program.