SPAR Solutions ยท 2 months ago
Contact Center Engagement Lead
United States
Full-time
Remote
Senior Level
5+ years expSPAR Solutions is an employee-friendly company based out of Atlanta, USA and Pune, India, seeking a Contact Center Engagement Lead to drive the success of Salesforce and Vonage Contact Center implementations. This role involves strategic client leadership, technical understanding of contact center technologies, and ensuring high-quality delivery and client satisfaction.
ConsultingCRMInformation ServicesInformation Technology
Responsibilities
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
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
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
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
Qualification
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
Preferred
Additional Salesforce certifications (e.g., Business Analyst, Advanced Admin, Voice Accreditation) preferred
Experience with telephony integrations (e.g., Vonage, Amazon Connect, or Genesys Cloud)
Knowledge of AI-driven service enhancements such as transcription, sentiment analysis, or real-time insights
Company
SPAR Solutions
SPAR Solutions provides CRM consulting and Salesforce solutions.
51-200 employees
H1B Sponsorship
SPAR Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (5)
2023 (3)
2022 (2)
2021 (2)
2020 (6)
Funding
Current Stage
Growth StageLeadership Team
Raju Ganapathy
Partner
Swami Ganapathy
Managing Partner
Company data provided by crunchbase