Role: Contact Center Engagement Lead.

Experience: 10+ Years.

Education: Graduate B.Tech/B.Computers, Electronics/Telecommunication;.PG M.Sc- Computers, M.Tech Any Specialization, MCA Computers.

Location: Pune.

Role Summary:

- We are seeking a Contact Center Engagement Lead to drive the success of complex.

- Salesforce and Vonage Contact Center implementations.

- This role blends strategic client leadership, technical understanding of SCV and Intelligent Workspace, and a consultative approach to ensure high-quality delivery and client satisfaction.

- You will act as the key liaison between business stakeholders, Salesforce/Vonage solution teams, and delivery partners-ensuring alignment across architecture, integration, and customer experience outcomes.

- The ideal candidate has a strong background in Salesforce contact center technologies, understands telephony and CRM integrations, and can guide both clients and internal teams. toward successful and scalable contact center solutions.

Key Responsibilities:

Client & Engagement Leadership

- Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects.

- Serve as the primary client contact for contact center transformation initiatives.

- Build trusted relationships with stakeholders across operations, IT, and executive teams.

- Facilitate roadmap, MVP, and release planning focused on customer experience improvement.

- Anticipate and manage project risks, scope changes, and dependencies across integrations.

- Ensure engagements are delivered on time, within budget, and aligned with client expectations.

Solution Strategy & Delivery Oversight:

- Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures.

- Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features.

- Guide decision-making on integration with Intelligent Workspace, ensuring agents have unified access to context and tools.

- Ensure technical documentation, testing, and training are delivered to high standards.

- Drive solution adoption and measurable performance outcomes post go-live.

Team Collaboration & Mentorship

- Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams.

- Mentor delivery team members in SCV and Intelligent Workspace best practices.

- Promote internal knowledge sharing and standardization across contact center engagements.

Sales & Account Growth

- Support pre-sales discussions by shaping SCV and Vonage solution strategies.

- Assist in estimating level of effort and defining Statements of Work (SOWs).

- Identify and nurture opportunities for expansion within existing accounts.

Required:

- 5+ years of experience leading Salesforce contact center or CRM transformation engagements.

- Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions.

- Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration.

- Experience collaborating with cross-functional technical and business stakeholders.

- Familiarity with agile methodologies and iterative delivery.

- Salesforce Administrator and Service Cloud Consultant certifications required.

- Excellent communication, facilitation, and presentation skills.

- Strong analytical and problem-solving capabilities.

- Ability to manage concurrent workstreams in a fast-paced consulting environment.

Desirable:

- Additional Salesforce certifications (Business Analyst, Advanced Admin, Voice Accreditation) preferred.

- Experience with telephony integrations (Vonage, Amazon Connect, or Genesys Cloud).

- Knowledge of AI-driven service enhancements such as transcription, sentiment analysis, or real-time insights.

Company Profile:

- 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.

- 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.