Contact Center Engagement Lead

Role: Contact Center Engagement Lead
Experience: 10+ Years
Education: Graduate - B.Tech/B.E. - 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 (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 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.

Contact Details:
Talent Acquisition Team
HR Department / SPAR Solutions
Address: SPAR Solutions India Pvt. Ltd.
Pune IT Park, B-503, Bhau Patil Marg, 34 Aundh Road,
Bopodi, Pune, Maharashtra, India.
Pin Code: 411020.
Website: sparsolutions.com

LinkedIn: https://www.linkedin.com/company/spar-solutions-llc

Twitter: https://twitter.com/sparsolutions

Facebook: https://www.facebook.com/SPARsolutions