Contact Center Engagement Lead

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    "departmentLabel": "Contact Center",
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    "datePosted": "2025-10-28",
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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Role:</span><span style=\"font-size: 10pt\"> Contact Center Engagement Lead</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold\">Experience:</span><span style=\"font-size: 10pt\"> 10+ Years</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold\">Education:</span><span style=\"font-size: 10pt\"> Graduate - B.Tech/B.E. - Computers, Electronics/Telecommunication;</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">PG - M.Sc. – Computers, M.Tech - Any Specialization, MCA - Computers </span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold\">Location:</span><span style=\"font-size: 10pt\"> Pune.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Role Summary</span><span style=\"font-size: 10pt\">:</span></p>\n<p><span style=\"font-size: 10pt\">We are seeking a Contact Center Engagement Lead to drive the success of complex</span></p>\n<p><span style=\"font-size: 10pt\">Salesforce and Vonage Contact Center implementations. This role blends strategic client</span></p>\n<p><span style=\"font-size: 10pt\">leadership, technical understanding of SCV and Intelligent Workspace, and a consultative</span></p>\n<p><span style=\"font-size: 10pt\">approach to ensure high-quality delivery and client satisfaction.</span><span style=\"font-size: 10pt\"><br><br></span></p>\n<p><span style=\"font-size: 10pt\">You will act as the key liaison between business stakeholders, Salesforce/Vonage solution</span></p>\n<p><span style=\"font-size: 10pt\">teams, and delivery partners—ensuring alignment across architecture, integration, and</span></p>\n<p><span style=\"font-size: 10pt\">customer experience outcomes.</span><span style=\"font-size: 10pt\"><br><br></span></p>\n<p><span style=\"font-size: 10pt\">The ideal candidate has a strong background in Salesforce contact center technologies,</span></p>\n<p><span style=\"font-size: 10pt\">understands telephony and CRM integrations, and can guide both clients and internal teams</span></p>\n<p><span style=\"font-size: 10pt\">toward successful and scalable contact center solutions.</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Key Responsibilities:</span><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\"><br></span><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\"><br></span><span style=\"font-size: 10pt; font-weight: bold\">Client &amp; Engagement Leadership</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects.</span></li>\n<li><span style=\"font-size: 10pt\">Serve as the primary client contact for contact center transformation initiatives.</span></li>\n<li><span style=\"font-size: 10pt\">Build trusted relationships with stakeholders across operations, IT, and executive teams.</span></li>\n<li><span style=\"font-size: 10pt\">Facilitate roadmap, MVP, and release planning focused on customer experience improvement.</span></li>\n<li><span style=\"font-size: 10pt\">Anticipate and manage project risks, scope changes, and dependencies across integrations.</span></li>\n<li><span style=\"font-size: 10pt\">Ensure engagements are delivered on time, within budget, and aligned with client expectations.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Solution Strategy &amp; Delivery Oversight</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures.</span></li>\n<li><span style=\"font-size: 10pt\">Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features.</span></li>\n<li><span style=\"font-size: 10pt\">Guide decision-making on integration with Intelligent Workspace, ensuring agents have unified access to context and tools.</span></li>\n<li><span style=\"font-size: 10pt\">Ensure technical documentation, testing, and training are delivered to high standards.</span></li>\n<li><span style=\"font-size: 10pt\">Drive solution adoption and measurable performance outcomes post go-live.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Team Collaboration &amp; Mentorship</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams.</span></li>\n<li><span style=\"font-size: 10pt\">Mentor delivery team members in SCV and Intelligent Workspace best practices.</span></li>\n<li><span style=\"font-size: 10pt\">Promote internal knowledge sharing and standardization across contact center engagements.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Sales &amp; Account Growth</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Support pre-sales discussions by shaping SCV and Vonage solution strategies.</span></li>\n<li><span style=\"font-size: 10pt\">Assist in estimating level of effort and defining Statements of Work (SOWs).</span></li>\n<li><span style=\"font-size: 10pt\">Identify and nurture opportunities for expansion within existing accounts.</span><br><br></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Required: </span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">5+ years of experience leading Salesforce contact center or CRM transformation engagements.</span></li>\n<li><span style=\"font-size: 10pt\">Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions.</span></li>\n<li><span style=\"font-size: 10pt\">Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration.</span></li>\n<li><span style=\"font-size: 10pt\">Experience collaborating with cross-functional technical and business stakeholders.</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with agile methodologies and iterative delivery.</span></li>\n<li><span style=\"font-size: 10pt\">Salesforce Administrator and Service Cloud Consultant certifications required.</span></li>\n<li><span style=\"font-size: 10pt\">Excellent communication, facilitation, and presentation skills.</span></li>\n<li><span style=\"font-size: 10pt\">Strong analytical and problem-solving capabilities.</span></li>\n<li><span style=\"font-size: 10pt\">Ability to manage concurrent workstreams in a fast-paced consulting environment.</span><br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Desirable:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Additional Salesforce certifications (e.g., Business Analyst, Advanced Admin, Voice Accreditation) preferred. </span></li>\n<li><span style=\"font-size: 10pt\">Experience with telephony integrations (e.g., Vonage, Amazon Connect, or Genesys Cloud).</span></li>\n<li><span style=\"font-size: 10pt\">Knowledge of AI-driven service enhancements such as transcription, sentiment analysis, or real-time insights.</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Company Profile:</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">SPAR Solutions (based out of Atlanta, USA and Pune, India) is an employee-friendly place full of confident, result-oriented people with high energy levels and uncompromising work ethics. Compensation (match or exceed industry benchmarks) is driven by merit and performance; there is no limit to professional growth.</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">If you believe that values like a consultative, detail-oriented, quick learner, team player, high performance, creativity and fun are your calling, you would be a great fit on our team.</span></p>\n<p><span style=\"font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"font-size: 10pt; font-weight: bold; text-decoration: underline\">Contact Details:</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Talent Acquisition Team</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">HR Department / SPAR Solutions</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Address: SPAR Solutions India Pvt. Ltd. </span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Pune IT Park, B-503, Bhau Patil Marg, 34 Aundh Road, </span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Bopodi, Pune, Maharashtra, India. </span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Pin Code: 411020.</span><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Website: </span><a rel=\"noopener noreferrer\" href=\"http://sparsolutions.com/\"><span style=\"font-size: 10pt\">sparsolutions.com</span></a><br><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">LinkedIn: </span><a rel=\"noopener noreferrer\" href=\"https://www.linkedin.com/company/spar-solutions-llc\"><span style=\"font-size: 10pt\">https://www.linkedin.com/company/spar-solutions-llc</span></a><br><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Twitter: </span><a rel=\"noopener noreferrer\" href=\"https://twitter.com/sparsolutions\"><span style=\"font-size: 10pt\">https://twitter.com/sparsolutions</span></a><br><span style=\"font-size: 10pt\"><br></span><span style=\"font-size: 10pt\">Facebook: </span><a rel=\"noopener noreferrer\" href=\"https://www.facebook.com/SPARsolutions\"><span style=\"font-size: 10pt\">https://www.facebook.com/SPARsolutions</span></a><span style=\"font-size: 10pt\"> </span><span style=\"font-size: 10pt\"><br></span></span></p>",
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